Reviews

Review Details

• Review fromMarcia P

  Date: 13/12/2024

  1 star
  They held my payments and destroyed my business. We need other platforms that offer the same features. Literally if someone was able to just copy everything Shopify does and just put a different name they can make billions. I would do it if I had a team of Developers and the patience too to do it. Shopify doesn't make businesses successful we do

  Shopify Inc.

  Date: 03/01/2025

  Hi, Kamar. I am *****, a Support Lead here at Shopify. Due to the public nature of the BBB I am unable to discuss account specific details here, but I would like to share some additional context surrounding processes. Shopify works in conjunction with **************** in order to provide access to the financial transaction of the checkout. These **************** require reviews to be completed on all stores on the platform to make sure they are working inside the Terms of Service. Sometimes these reviews can cause payouts to be held until a review is complete. This does not stop the store from selling, or interrupt the maintenance of the site. Once the review is complete all monies are paid out. There are alternative options available to Merchants and these would have all been explained in the email you would have received notifying you of the review. If you have

• Review fromTina P

  Date: 12/12/2024

  1 star
  **************** is horrible! I have been trying since Nov 6th (today is Dec 12th ) to verify the Shopify Payments of our non-profit arts organization and it keeps rejecting the information ********************** Profile Report and letter from the ***) even though it is what they asked for specifically. We have had a Shopify account since 2020 and suddenly they don't know if we are a legitimate organization. I keep asking what is wrong with the PDF's and all I get is bot generated answers. Even the Merchant Verification team send standard letters not responding to emails or requests for help. We have gotten large grants from the ****************************** easier than trying to verify our non-profit incorporation on Shopify.

  Shopify Inc.

  Date: 06/01/2025

  Hello ****,I wanted to follow up on your recent review. On December 17, 2024, our Merchant Trust team reached out to confirm that your account verification has been successfully completed. According to our records, everything is set up correctly and fully *********** this moment, no further action is required from you. If you wish to update any information associated with your account or if you need assistance with anything else, please respond to the ticket you received indicating that your account is verified. Your Shopify Payments account is functioning as expected.Should any additional information be necessary in the future, we will contact you via email and/or notify you through a banner in your Shopify admin. Please note that we will retain your verification details unless you request an update.Thank you,Kody | Operations Lead, Shopify

• Review fromQuentin J

  Date: 11/12/2024

  1 star
  I’ve been trying to get Shopify to fix a critical payment issue for over a week now. I’ve prepared dozens of documents with our lawyers and accountant to ensure we’re sending the correct information, exchanged hundreds of messages, and spoken to at least 10 different representatives—each of whom promised a resolution. Yet, I’m still stuck with no solution.
  Our operations are completely frozen because of Shopify, and no one is taking responsibility. Our business is losing thousands of dollars every week because Shopify can’t get it together. Every time I reach out, I get vague responses and zero follow-up. This is completely unacceptable.
  This issue is linked to ticket *********, and it’s been left unresolved for far too long.
  I’m done wasting time. If Shopify doesn’t fix this immediately, I will escalate the issue. It’s inexcusable that we’ve been ignored for so long, and I don’t want any other company to go through the same frustration we’ve endured.

• Review fromJoshua A

  Date: 10/12/2024

  1 star
  Absolute worst customer support for such a big household name brand.

• Review fromBecki L

  Date: 10/12/2024

  1 star
  Absolutely horrible! The customer service is less to be desired! You spend hours in a chat that gets you no where! You can't actually TALK to a person, they have no phone numbers listed so you can talk to support! It's taken them 8 days so far to fix my issues and it's still NOT DONE! I will be looking for another service! DO NOT USE THEM!!!

  Shopify Inc.

  Date: 02/01/2025

  Hi *****,My name is **** an Operations Lead at Shopify. Thank you for sharing your feedback in regards to your experience with our support channels. Currently, our most effective methods for providing assistance are through live chats and emails, which give you direct access to resources and our escalated support teams. Regarding your account, I was unable to locate a ticket associated with your email address during my review. Could you please provide me with a ticket number? This will allow me to investigate further. Thanks,Lex | Shopify Operations Lead

• Review fromTaylor T

  Date: 07/12/2024

  1 star
  Have had my payouts frozen for two months and will not give me a reason. They have taken away all audio contact with any human and attempt to resolve all problems with a poorly designed AI chat bot that is very frustrating to work with. I've reached out to them every day for two weeks and have not received a real response. This is severely impacting the my operations and if I had to choose again I would not choose this platform at all.

• Review fromAlisha B

  Date: 05/12/2024

  1 star
  Company charged me before billing date and refused to refund me that two withdrawals after I cancelled my account. The representative refused to make it right because they dont offer refunds per their terms of service. This is bad faith business that changes the withdrawal date and doesnt provide a refund after they change the date of billing without notice or consent.

  Shopify Inc.

  Date: 03/01/2025

  Hello ******,***** here, an Operations Lead at Shopify.Thank you for expressing your concerns regarding your billing process. Please note that we are unable to amend the billing date displayed in the system to a specific day. Merchant subscription plans are billed every 30 days, resulting in variable due dates each month. These due dates are available for review within the Shopify ******** addition to the monthly subscription billing, Shopify issues bills throughout the month based on your plan's billing threshold. This threshold is a dollar amount that, once exceeded by your account activity, triggers a bill. You will receive a bill whenever the combined total of your third-party transaction fees and any other outstanding charges surpasses your account's threshold. While monthly subscription fees contribute to your overall running total, they are not included in threshold bills.For further information and clarification on billing, please refer to the following help document: *******************************************************************************************************. We hope this resource addresses your questions and provides additional insights.Thank you,*****

• Review fromEdwin M

  Date: 04/12/2024

  1 star
  Shopify who owns Shop Pay unscrupulously gathers ALL of your personal data including credit card # and creates an account in your name. The only way to delete the account is they force you to sign up for an account and then delete it and even then it's still not deleted. THIS IS EXTREMELY SHADY AND UNETHICAL!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  Shopify Inc.

  Date: 09/12/2024

  Hi, *****.This is ****** and I am a Support Lead here at Shopify. While we cant provide direct support via BBB reviews, I can provide you with some information to help you with this.Shop Pay is an optional and voluntary opt-in service; buyers who would like a faster checkout experience while shopping online choose to opt in by selecting a checkbox during checkout on a store that uses this feature. You can see more about this on the help page linked below:******************************************************************** If youd like to opt out of it, you can follow the directions for doing so by filling in the Shop Pay opt-out form and tapping or clicking Submit Request. Ive left a link to that form just below:********************************* You can also read more about the opt-out process at this link:************************************************************************ Best,****** C | Support Lead

• Review fromL. B.

  Date: 03/12/2024

  1 star
  Absolutely the largest fraudulent company I have ever dealt with. They take my money month after month although I have never even set up the shop and utilized the services. I cannot login to the account because it requires an Authenticator app that I never set up nor do I have access to. I have sent 10+ emails with no response. They dont have a phone number to call and to reach a live support advisor on the chat, you have to login to your account which I am unable to do. So I am just continually paying a monthly fee for a service I do not use and no way to reach anyone to cancel it. This is exactly where they want you. *** terms of service say no refunds for subscription fees so they will refuse to give me my money after scamming me into being stuck paying it. This should be illegal and probably is just needs the right lawyer to catch wind and start the proceedings.

  Shopify Inc.

  Date: 05/12/2024

  Hi, Lauren.This is ****** and I am a Support Lead here at Shopify. Because the BBB is public-facing and we cant verify were speaking to a store owner here, well be limited to helping you with information on how to get support for your issue.If youre unable to access your store account because youre unable to bypass the two-factor authorization requirements, our Support Advisors can help once you've gone through the ************ If youve been replying to invoice emails, those bills are automated and wont receive a *********** get help with this, youll want to head to the *********** (Ill leave a link below) and tell the bot specifically that you cant log in. The bot will provide you with a link to a page where you can fill in a form that sends an email to the correct people to assist you. If youre doing this on mobile phone, you may need to minimize the chat to see the email option.**************************************** youve filled in the form, youll be in the right hands. While its true Shopify doesnt generally offer refunds, we do review individual requests and will make exceptions if merited. Youll be able provide information about when and how you first contacted for help closing to make your case for review. Best,****** C | Support Lead

  L. B.

  Date: 19/01/2025

  I have replied to emails, emailed support directly, and attempted to use the chat function that youre referring to but as I stated previously it prompts me to login which I am unable to do. I go to fill out the contact form, it prompts me to choose the store I am referring to and then directs me to a login page. Having a company that makes millions but not having telephone support is egregious. Someone needs to contact me immediately.

• Review fromByron P

  Date: 30/11/2024

  1 star
  These people who run this company are criminals.
  I have been billed to the tune of 700 bucks.
  For a service I never once asked for, approve or authorize. Nor did I even want or need this service.
  After the first month the service was cancelled. Then mysteriously unbeknownst to me, I was continually billed for it over a 6 month period or so.
  I have sent multiple messages to several different service advisors who tell me it is against the policies to do refunds. I even politely asked that they simply credit my account each month, for the amount I do owe, until the amount is reimbursed that way. I had no luck there either.
  So essentially they are trying to tell me it is perfectly legal for them to bill me for a service I do not need, never once asked for, and cancelled only to be continually billed.
  These guys have made more money off my website than I have. How is it possible to get away with this. And by the looks of other reviews sounds like strong potential for a class action lawsuit.
  I wouldn’t think it’s good business to blatantly sink your own customers. These people need to be stopped now! I cannot believe they are allowed to get away with this.
  Would have left no stars if I could.