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:31/05/2024

  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 am writing to formally lodge a complaint against Shopify for withholding funds from transactions made by my customers using university procurement cards (P-cards). Despite our best efforts to resolve this matter through Shopify's customer support, the issue remains unresolved, causing significant inconvenience and disruption to our financial processes. Our payouts have been on hold for nearly six weeks.My customers transactions, mostly from *********************, have been flagged as "high-risk" even though there has never been issues with payment from the university, and the money has been paid with no chargebacks. I was told by Shopify support that my explanation of us doing business with the university checked out and that my funds will be available shortly. This issue has been escalated within Shopify and assigned to a specialist, yet we have received no response or resolution.The lack of communication and transparency from Shopify is deeply concerning, and it is imperative that this issue is addressed promptly to prevent further disruption to our operations. We have reached out multiple times via email and chat, but ultimately run into the same problem of no response.We request that the Better Business Bureau assist us in resolving this matter by facilitating communication with Shopify and ensuring that the withheld funds are released promptly. Additionally, we seek an explanation for the withholding of funds and assurances that such issues will not happen again.We appreciate your attention to this matter and look forward to a swift resolution.Sincerely,*************************

  Business Response

  Date: 04/06/2024

  Hello ******, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that you were having difficulty accessing your payouts. 
  Shopify works with **************** who require all stores to be routinely reviewed at any point during the stores lifetime. These reviews are standard and normally only take a short amount of time. Holds are placed on payouts only and do not stop a stores ability to sell their products. Once a review has been concluded all funds that have been held will be released instantly. 
  

  I have looked into the account and worked with our **************** to get the hold that was in place released. I am pleased to inform you that this hold has now been removed and all payouts have been released. Our Accounts Team have also notified you of this on Ticket No. 223178ec-2402-43a2-81b6-7710e5cc563e. If you have any further issues or questions please contact our *********** at any time. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:30/05/2024

  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.

  Shopify's customer service has been an absolute joke. My funds have been stuck in pending for over a month now. I contacted customer service and was told it had to be escalated to a different department but was assured it would be resolved. I have yet to be told why my funds are on hold with absolutely zero communication. I contact back a few more times and I keep being told there is nothing customer service can do it has to be resolved through billing. Finally I contact and ask to speak to someone in billing, but I am told there is no way to talk to them even though they are the only ones who can deal with the issue. So basically no accountability and Shopify can hold my funds as long as they would like without a way for me to talk to someone who can actually resolve the issue. Then I ask about a refund and of course they don't allow that. So basically they wait for you to pay for service then steal the money you earned from your business and then offer no information or solution to the problem.Shopify is stealing my hard earned money and I am being told to wait and there is nothing customer service can do about it. Plus, I get talked to like I'm an idiot when I tell them the date this was supposed to be escalated only to find out it was only escalated 10 mins before our conversation? Very convenient that the "department" who handles your money can't be reached by any means or held accountable for getting in touch with you or resolving your issues. I asked several times who can I hold accountable to make sure someone does contact me in a timely manner....no response. No time frame given or information at all. Then "customer service" will leave the chat because they won't amswer your questions. Shopify essentially doesn't have a real customer service. I'd stay far away from this company if you don't like your money being kept and stolen indefinitely from you with no explanation or resolution.

  Business Response

  Date: 04/06/2024

  Hello *******,
  
  My name is *** and Im a Support Lead at Shopify.
  
  Thank you for sending this complaint through to **. I can recognize this situation has not been ideal and I've been reviewing your store and interactions with our Support.  
  
  I've reached out to our banking team regarding the hold and I hope to have an answer tomorrow as to what is happening. Please bear with me as I get to the bottom of this and provide you with a resolution. 
  
  Warm Regards
  
  Jef - Shopify Support Lead

  Customer Answer

  Date: 04/06/2024

   
  Better Business Bureau:
  
  It should not have taken this action to get someone to help me. Shopify should not hold funds from people without a reason or a way to talk to someone to resolve the matter. However, they have finally released my funds after this complaint and I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:29/05/2024

  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.

  Hi Shopify, I am filing a complaint because my store was shut down with no explanation, and the support team has blown us off on this urgent case that affects our dependants and customers.Over the weekend, our store was suddenly shut down after we had spent many resources and effort setting everything up. I contacted support and was told everything would be okay, and he would "personally" ensure my case be resolved. A day later, I received an email requesting additional information about our business, which I promptly provided(+invoice from supplier+comfirmation of deilvery). It has been several days with no response.I later attempted to contact the same support member, who ignored **** contacted another support agent who told me the same thing, that they would "personally" ensure this case resolved. Again I was ghosted.I contacted a 3rd support agent, who told me to make a new store. I made a new store, but after entering personal details I was again banned. The agent told me to just wait, but since then has also ignored me for several days.Initially, I was hopeful and pleased with their apparent desire to help, in hindsight it was all in vain because they were blowing me off. In the beginning when they did reply, they would all tell me it is simply for our own "Safety." Unfortunately, the only party that has been negatively impacted by the sudden ban, is our small family run store, and our customers who have since lost trust in us, and are threatening further action, which would be devastating.We are hurt by this because it has become clear that since we are a mere small family run store, we dont offer them enough upside, and therefore Shopify has taken the position that it is easier to outright ban us than to put in the effort to help our case.I am very disappointed in the series of unfilled promises by Support to "personally" ensure the resolution of our case, and Shopifys lack of desire to help our store Ticket ID: ************************************

  Business Response

  Date: 06/06/2024

  Hello ******, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that your Shopify journey has not been what you expected. 
  

  All stores on Shopify are subject to routine reviews. These reviews are conducted by our **************** to make sure that all stores are compliant and compatible with Shopifys Terms of Service. These reviews are outlined in the Shopify Terms of Service section 8.3. After looking into your store it shows that all money due from your orders have been paid to you. If you have any other questions please feel free to contact our Help Centre. 
  

  Regards
  **********;
  

  
  

  Customer Answer

  Date: 14/06/2024

   
  Complaint: 21777449
  
  I am rejecting this response because: Not all of the issues have been resolved.

  I am grateful that the Merchant Trust Team reinstated my store. It was actually banned 3 more times, but luckily the team reinstated it promptly. It currently remains accessible.

  Unfortunately any new store I make is instantly banned right after personal information details regarding payouts is entered. Shopify support has told me I have not done anything wrong, but they cannot give me a time frame for when it can be resolved.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 21/06/2024

  Hello ******, 
  

  ***** here again from Shopify. Our **************** are the ones that instigate the reviews on a store. I have spoken with the team that liaises with our **************** and they have advised that there should not be any issue with adding your payment details or changing personal details on the store. Reviews can be triggered on a store at any point of a stores lifetime and also at multiple points of a stores lifetime so this may have been coincidental. 

  If you need anything else please feel free to reach out to our *********** at any time.
  Regards
  *****.
  

  
  

• Initial Complaint

  Date:29/05/2024

  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 stolen money from me from my online store and does not provide any HUMAN BEING support to call or email about it at all. They stonewall you with a chatbot and need to be shut down.

  Business Response

  Date: 05/06/2024

  Hi ****,

  My name is ********, I'm a Support Lead here with Shopify.Thank you for taking the time to share your experience here. As the BBB is a public platform, we're unable to discus any account specifics here due to security reasons, however, I've sent you a separate email for us to collaborate further. Please keep an eye out for #******** ticket, and respond directly to that ticket.
  
  Many thanks,

  ******** | Support Lead

• Initial Complaint

  Date:29/05/2024

  Type:Customer Service 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.

  On May 23rd, I woke up to notifications that a Shopify account had been opened with my email address. I don't use Shopify and my name was not listed on the account. Trying to get in touch with **************** when you aren't a customer is nearly impossible and extremely frustrating. When I finally was able to reach a **************** agent (*****) after several hours of trying, they said it would be a high priority and that Shopify takes these events very seriously. That was nearly a week ago and I haven't been able to get in touch with anybody to resolve the issue. At this point, nobody is even responding to me. Another account has since been opened in my email and I'm getting constant notifications about billing in multiple languages from both fake accounts.I'm unsure how else my data / information has been compromised and Shopify is basically refusing to help or take down the accounts. I've hit a dead end and have no other recourse but nobody will respond to my ticket. It's been incredibly stressful and I don't know what to do next to protect my personal information.

  Business Response

  Date: 03/06/2024

  Hello *****, 
  
  My name is *** and Im a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I can recognize this situation has not been ideal and I have reviewed the store to determine what has occurred. 
  I can see the email you had attached with your conversation with "*****" had been escalated to our Account Security team and the store in question has been shut down. 
  As you can see from all the emails that were sent your way we have many different verification steps in setting up a store and although they were successful with the initial creation of the store they would not have been able to go any further. 
  
  These perpetrators obtained your email from somewhere and I'd like to suggest making some changes to your passwords to ensure you've not been compromised in any way. I can assure you they've not obtained anything from Shopify.
  
  Warm Regards
  
  
  Jef - Shopify Support Lead

  Customer Answer

  Date: 04/06/2024

   
  Complaint: 21773839
  
  I am rejecting this response because: The statements in the response are either inaccurate or incomplete. I am still receiving emails from Shopify regarding the (still) open account under my email address (see attachment). This indicates that the account has not been closed as stated in the response to the BBB.  Nobody from the company has responded to my numerous attempts to contact them via email and the ticket to investigate the issue still hasn't been closed. The desired solution would be for the company to reach out to me directly to address the issue and to actually close the account in question.

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

  Business Response

  Date: 05/06/2024

  Hello *****, 
  
  I'm hoping you have now read my email where I've outlined the steps we've taken to resolve this issue. 
  
  If you have any other questions please do reply via that email. 
  
  Kindest Regards 
  
  Jef - Shopify Support Lead
  
  

• Initial Complaint

  Date:29/05/2024

  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 received fraud orders when the website wasnt promoted and site visitors.- I cancelled the fraudulent orders as soon as I discovered the orders.- I confirmed this was the appropriate action before cancelling the order.- I received an email stating that I would be charged for the cancelled order.- I contacted customer service and was advised that I would not be charged.- I blocked Shopify as I was previously charged for a cancelled payout. (Payout Fees)- Shopify has attempted to continue to deduct the fees for the orders which were never processed and cancelled.- Shopify continues to attempt to deduct over $165 for cancelled order and will not stop despite contacting the merchant 6 times to request that the unauthorized payout deductions stop immediately.- A ticket has been opened and Shopify has failed to follow up with me.- This has happened to hundreds of buyers where Payouts were fraudulent however Shopify proceeded to deduct payout funds from customers accounts.- ******************** is engaging in unscrupulous business practices.- Shopify is not a transparent company, Shopify engages in unscrupulous business practices.- Shopify is able to avoid being held accountable without allowing Customer Support by phone.- ******************** provides limited chat support- the closes out of chat to avoid providing the customer service that the customers should have access to.

  Business Response

  Date: 05/06/2024

  Hello ********, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that you are having difficulties with your orders. 
  

  I have looked into your store and the orders in question. You were correct when you said that our Support Advisors told you that you would not be charged when you canceled the orders. The issue with the orders that you canceled is that you have also refunded them. When an order is canceled it is automatically refunded and the inventory returned to the store. If you refund a canceled order this then essentially refunds the customer twice leaving the Merchant out of pocket by the refunded amount. Once a refund is triggered there is no way of reversing it. This is standard practice by banks in general. As you have refunded the customers twice we cannot reverse that action and this is why the money continues to be owed. 
  

  I hope this clears up any confusion
  Regards
  *****
  

  
  

• Initial Complaint

  Date:28/05/2024

  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 store has been closed for a while and I got an invite to open a new store. I abandoned it before setting it up and canceled everything. They still charged me for that store and the closed one! I have reported this as fraud to my bank and to other agencies, but will warn everyone here, too. DO NOT DO BUSINESS WITH SHOPIFY.I demand a full refund of all services and payments made to Shopify and its subsidiary, Printify.

  Business Response

  Date: 04/06/2024

  Hi *****,
  
  My name is ****, I am an Operations Lead here at Shopify.
  
  I will be supporting you through this request. I can see that you are looking for support with the cancellation and billing of a store. Due to the sensitive nature of this request, I will be sending you a private email through our support system in order for us to discuss a plan to reach a resolution. The ticket number is: 48156772
  
  I look forward to hearing from you and moving forward with this request.
  
  Sincerely,
  Lali | Shopify Operations Lead

• Initial Complaint

  Date:28/05/2024

  Type:Order 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.

  Money was stolen from me They signed me up for an expensive membership When they have a basic for $20 Ive probably only made $40 The past 3 months of having it Site is ******** and doesnt even help you sell ANYTHING!!!!

  Business Response

  Date: 04/06/2024

  Hi *****,
  
  My name is ****, I am an Operations Lead here at Shopify.
  
  I will be supporting you through this request. I can see that you are looking for support with your store. I will be sending you a private email through our support system in order for us to discuss a plan to reach a resolution. The ticket number is: 48156407
  
  I look forward to hearing from you and moving forward with this request.
  
  Sincerely,
  Lali | Shopify Operations Lead

• Initial Complaint

  Date:27/05/2024

  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.

  I had a online store thru Shopify and signed up to for 1 year lump sum payment for year 2023. My store closed in March 2024 and I was charged the annual fee for my closed store. Shopify deducted my funds thru PayPal using my new **** card I did not authorized for pay. Shopify offered no customer support after hours of trying to reach or refund for my closed store. Only support for open active stores. Shopify provided **** with my approval for 2024. I signed nothing approving payment for 2024.

  Business Response

  Date: 28/05/2024

  Hi *****,
  
  My name is ********, I'm a Support Lead here with Shopify. Thank you for taking the time to share your experience, and I regret to hear of the challenges you've been facing.
  
  Upon checking, I have not been able to identify any accounts connected to this email address. To clarify, for security reasons, we can only communicate with the Account Owner on any issues involving a specific account, and it can not be on the BBB portal as this is a public platform.
  
  I order to proceed, I will need you to respond here with the email address associated with the account in question. Once you have done that, I'll be able to reach out to you directly in a separate and confidential email to authenticate you (verify as the Account Owner) and we can then take things further. Until the authentication has taken place, we will not be albe to move forward.
  
  Kind regards,
  ******** | Support Lead

  Customer Answer

  Date: 03/06/2024

  Hello, my email address with Shopify was **********************************;
  This email address closed with the store. My current email is ******************************
  
  The phone number list on the store is my current cell phone number. ************. 
  
   My store name was Splash of Demure
  
  Please let me know if anything else is needed.
  
  Thank you for your time.
  

  
  

  Business Response

  Date: 04/06/2024

  Hi *****,

  Thank you very much for coming back to me. I have reached out directly to the email address associated with the account in question, please keep an eye out for ticket #******** as we need to verify the ownership of the account for security reasons.
  
  Once we have that step completed, we'll be able to move forward with the collaboration.

  Kind regards,

  ******** | Support Lead

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21763792
  
  I am rejecting this response because: I provided my former store as Splash of Demure, LLC, the email used was *****************************, with my phone number as ************
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/06/2024

  Hi *****,

  Thank you for your response. To reiterate, we need to continue the communication on ticket #******** to which you have responded, and that was the necessary step in order to proceed. Please note that no account specifics can be dicsussed here as the BBB is a public platform. All further communication will be continued in the previously outlined ticket.
  
  Kind rgeards,

  ******** | Support Lead

  Customer Answer

  Date: 05/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:25/05/2024

  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 am writing to formally address a significant concern regarding the abrupt and unwarranted closure of my Shopify store. This action was taken without justifiable cause and was accompanied by the retention of funds amounting to over 500 pounds, which are rightfully due to me.According to the communication received from Shopify, my store allegedly violated Section 7 of the Shopify Acceptable Use Policy. However, upon thorough review of the policy and careful consideration of my business operations, I can affirmatively state that no such violation has occurred. It is concerning that Shopify has neither provided concrete evidence to support this claim nor afforded me an opportunity to appeal their decision, which is a standard procedural expectation in such circumstances.Given the absence of any prior warning or a transparent process, the closure of my store has not only impeded my business operations but has also jeopardized the fulfillment of pending orders, thereby harming my business reputation and causing distress to my customers.In light of these events, I urgently seek the intervention of the Better Business Bureau to facilitate:- The immediate release of all funds currently held by Shopify Payments.- The reinstatement of my store access to enable the management of customer data and the completion of outstanding orders.I trust that the Better Business Bureau will recognize the gravity of this situation and provide prompt assistance to rectify these grievances. Thank you for your attention to this urgent matter. I am prepared to provide any additional information needed to support my case.My shopify url: 97f063-2e.myshopify.com

  Business Response

  Date: 03/06/2024

  Hi Mbarka, 

  This is Cosette from the Shopify Operations team. Thank you for reaching out. 
  
  I understand that you are looking to have answers regarding the decision taken to on your store. Our team has reached out to you on Ticket ID ************************************ back in May 17. There were some essential documents requested. Since there was no reply to this email, our team submitted a follow-up May19th. Since no contact was made with you, the account was then closed on the 22nd. If you would like to have this issue reviewed and reconsidered by our team, we would kindly request replying to that email directly. If you are having trouble locating said ticket, please look in your junk inbox or let us know, we will send another copy of the same email. 
  
  Warm regards, 
  
  Cosette T | Shopify Operations