Reviews

Review Details

• Review fromp. s.

  Date: 29/01/2025

  1 star
  I have a disability that limits my ability to type. In fact it hurts with every key stroke. I have been denied access to customer support. They say that they are unavailable give phone support. This is a lie. I spoke to them on the phone less then 2 weeks ago. I have screen shots proving that they're able to. In fact this was one of the biggest draws when I signed up with them over 15 years ago. Now I am unable to get the support I need when I need it. This kind of customer service is 100% unacceptable and I warn anyone from doing business with this platform.

  Shopify Inc.

  Date: 09/04/2025

  Hello ****,My name is ****, and I am an Operations Lead at Shopify. Thanks for reaching out about your recent support experience and sharing your concerns. I have made internal notes on your account to ensure that you have access to phone support whenever you request it. Additionally, coaching has been provided to the support team member who previously denied you this option, to prevent this from happening in the future.If you need assistance or have further requests, please dont hesitate to reach out. We're here to ********* Regards,**** | Operations Lead, Shopify

  p. s.

  Date: 01/08/2025

  ****, I appreciate the effort, but the system has failed again. ************* and shopify have not been working together on my site for 4 days now. shopify blames authorize and authorize blames shopify. Meanwhile, I am out thousands of dollars and many man-hours trying to resolve this. The even bigger issue here is that I can call authorize at any moment and speak to a helpful, polite human. Whereas in shopify it takes over an hour with a chatbot to get a human and then another hour convincing them to call me. They say they are not allowed, then when I explain my situation, they change their tune, and then they call me within 3-4 hours. This is unacceptable practice for any company. I have had to do this for 4 days straight. I haven't spoken to the same person twice, so I have to keep repeating the issue over and over again, and nothing gets solved. Instead, they blame me and everything under the sun, anything but accepting responsibility and fixing the issue. I will be seeking compensation for loss of revenue and loss of time. In the meantime, I have started to look for a new site provider with better customer service. The fact that I have to come to this site to try and get resolve speaks volumes about how your company treats its long-standing customers and how little you value us.

• Review fromAnne U

  Date: 22/01/2025

  1 star
  I just opened a business using Shopify as my site and for payments. Ive been getting payments and Shopify told me that my payouts are on hold and has never provided me a reason why theyre on hold andwont release my money to me. They are ruining my business credibility because I cannot pay my vendors meaning that I cannot release the services to my clients.

  Shopify Inc.

  Date: 27/01/2025

  Hello ****,***** here, an Operations Lead at Shopify.Thank you for sharing your concerns regarding payout hold. Due to the public nature of the BBB and our strict guidelines around merchant privacy, we will be limited in what we can discuss here. This is because outside of our secure support channels, we cant verify were speaking with authorized store staff, and our merchants information must be handled with care. However, I can provide you with some information to help you move forward. Our records indicate that the issue has been resolved. If you have anymore questions about this issue, please respond to our Merchant Trust Team via Ticket ID: ************************************. They are best team suited to help you answer any additional questions you may have. Thank you,*****

• Review fromAriel T

  Date: 19/01/2025

  1 star
  any company with email only as communication is thrash they will suspend your account and and try to charge you back for payouts that you never received it been 10 days since filing a dispute no response. they ask that you summit documentation and accept a charge back without having access tot the platform. then proceed with charging you back without out you accepting the charge back i'm not sure how legal is that.

  Shopify Inc.

  Date: 24/01/2025

  Hi *****,My name is ****** and I'm a Support Lead here at Shopify. I appreciate you reaching out with your concerns and I'm here to provide you with some guidance and support.Due to the public nature of the BBB and our strict guidelines around merchant privacy, we will be limited in what we can discuss here. This is because outside of our secure support channels, we cant verify were speaking with authorized store staff, and our merchants information must be handled with care. However, I can provide you with some resources and instructions to help you resolve the issue.I see you have concerns regarding a chargeback and I can provide you with some general information. Shopify's role in a chargeback situation is transactional only, in that we act as a liaison between you and your customer's bank. We don't have a sway or say over the decision, which is ultimately made by your customer's bank. We do provide the option to accept or dispute the chargeback and our 24/7 Support team is available for support via live chat or email, with any questions throughout the process. If you would like to read more information about chargebacks, please review this Help Document. In terms of the status of your store, our team has contacted you in Ticket ID ************************************. If you have any additional questions, you may follow up within this ticket, so that our team can provide you with tailored support.Thank you,****** | Shopify Support Lead

• Review fromK. M.

  Date: 15/01/2025

  1 star
  Fraud !!!I was shopping for a deal on an espresso machine which popped up on google.Went on the site looked legit since shop pay was associated with it which i used before so purchased the item.Wanted to expedite shipping so emailed the vendor listed email bounced back.Called my cc and put a stop on the scam Shopify notified the delivery was made.Reported shopify that delivery never happened. Never ************ cc charged me back saying ity was delivered.checked the delivery tracking number noted as Cainiao. they say it was delivered, local company refutes it.The delivery never happened The site does not exist anymore the email bounces back And my cc says that it is a legit company and charged me back PLEASE JUSTIFY AND HELP *********** Bank "Truist" and Shopify conclusively : The bank and shopify seems to be involved with the scam then, since they say they have closed my case.I told them where is the merchandise if it was delivered and who should I go to when the company does not exist.

  Shopify Inc.

  Date: 16/01/2025

  Hello *******,I am sorry to hear about the difficulties you've experienced with your recent purchase. Please allow me to clarify Shopifys role and how we can potentially assist moving forward.Shopify acts as a platform provider for independent businesses and does not manage individual store operations, order processing, or fulfillment services directly. In cases where there's a discrepancy between the merchant and the customer, we always encourage direct communication with the merchant for resolution.Given the serious nature of your complaint, I highly recommend taking the following steps:- Report the Merchant: If you believe the store is engaging in fraudulent activity, please use our reporting form to flag this issue to our team: ********************** - Continue Working with Your Credit Card Provider: You mentioned the chargeback was reversed. We suggest further pursuing this with your credit card provider, providing them with all documentation and correspondence you have on the matter.- Engage Local Authorities: For online fraud allegations, reporting the incident to local authorities or a consumer protection agency might offer additional support and recourse.We take matters of fraud seriously and will investigate any reports we receive regarding misuse of our platform. Your cooperation in reporting this situation allows us to take appropriate action against potentially fraudulent merchants.Thank you for your understanding and ************* regards,***** Shopify Operations Lead

  K. M.

  Date: 23/01/2025

  If the company still exists I would be more than happy to communicate with ******* soon as they stole the money, the website is no longer there nor the email, the email bounces back.And you can see in the documentation provided (screenshots), infact, you own the platform GO AND CHECK YOURSELF, it takes a second.I have reported to you to no avail, you could have asked them when they still had the website active on your platform, instead you brushed me off and let them run. You made your money which they stole from me so you are fully complicit as you shared the stolen money. Shame on you for hosting scammers and fraudsters on your platform, enabling them to the fullest and sharing the stolen moneys. YOU ARE FULLY RESPONSIBLE !!! you cannot evade that. It is YOUR responsibility to make sure the money you collect from the clients, are getting the product they purchased.I have talked to my credit card company they say that you are providing the false info that the merchandise was delivered. How can you answer that ??? You are the facilitator, the scammer and the fraudster yourself !!!

• Review fromLizz B

  Date: 15/01/2025

  1 star
  After reviewing my records, I noticed that Shopify charges the sales transaction fee not only on the cost of the sold product but also adds that fee to sales tax and the shipping which is unreasonable and excessive. They dont have a customer support phone line. Their support staff is not supportive at all & lack professionalism.

  Shopify Inc.

  Date: 16/01/2025

  Hello ******* Thank you for reaching out. Our transaction fees include the entire purchase amount, encompassing sales tax and shipping, as this reflects the total processed by the payment processor. This approach aligns with industry standards and the Shopify Payments Terms of Service.Due to the public nature of the BBB platform and our commitment to merchant privacy, our discussion here will be limited. We are unable to verify identities outside our secure support channels, which prevents us from accessing account-specific information. We apologize for any inconvenience with our support team. While phone support is unavailable, our team is accessible 24/7 via live chat and email through our *********** for secure assistance. You can reach us at the following link: ******************************** ***** | Shopify Operations Lead

• Review fromLatasha G

  Date: 13/01/2025

  1 star
  Im a good customer my account was frozen with no resolution. Ive been getting the run around going in 6 days. I did everything I was supposed to do on my end and still not one rep has reached to assure me that its being worked on.

  Shopify Inc.

  Date: 16/01/2025

  Hi, *******.?This is ****** and I am a Support Lead here at Shopify.?I can see that our Merchant Verification team has been in touch earlier today. Please search your email for ticket ID ************************************. If you have any questions on the verification process or encounter any issues uploading your documents, please reply to that **********,?****** C | Support Lead

• Review fromToby L

  Date: 13/01/2025

  1 star
  My partner and I were excited to start 2025 with a new venture, opening an online Men's Clothing "Store" using Shopify and one of their recommended drop-shippers. We paid for and used a Shopify Template and spent HOURS working on designing and setting up an online store that embodied our brand. One day later, the store was deactivated and an email sent to us advising our store could not be hosted as it violated their "Acceptable Use Policy". Although a refund was issued, it has been a NIGHTMARE getting any type of support from them other than a "live chat" from two different "Support Advisors" telling me that my ticket has been escalated to a special team who are working diligently to verify my appeal. We thought perhaps the issue was that "I" created the Shopify Account and Store where my Partner is listed as the Primary on our LLC. He took it upon himself to recreate everything using an Account in his name... yet again, the store was deactivated before it was even published.
  I do NOT recommend Shopify's platform due to their lack of useful Merchant Support.

• Review fromJack K

  Date: 29/12/2024

  1 star
  They made fraudulent charges on my companies bank account. Also, the support team is barely existent and takes 4+ hours to accept a simple refund.

  Shopify Inc.

  Date: 02/01/2025

  Hi ****,My name is **** an Operations Lead at Shopify. Thank you for informing us regarding the charges made to your companys bank account. Upon my investigation, I see that you have already corresponded with our Support staff on ticket # ********. It appears your Shopify store was open and active during the timeframe for which you are requesting a refund, which indicates that the charge is legitimate. For context, Shopify does not issue refunds in accordance with our Terms of Service, section 5.10. For more information, please review our Terms here: www.shopify.com/legal/terms#5-payment-of-fees-and-taxes.Thanks,Lex | Shopify Operations Lead

• Review fromWilliam P

  Date: 25/12/2024

  1 star
  I have never used Shopify. I DO NOT have a Shopify account! Yet there appeared on my personal bank statement a Shopify Inc. posting with '0' pending!If I have never used this company and DO NOT have an account with them, why are they on my bank statement!?Try to get in touch with Shopify is next to impossible!

  Shopify Inc.

  Date: 02/01/2025

  Hi *******,My name is **** an Operations Lead at Shopify. Thank you for bringing the $0 pending transaction from Shopify Inc. on your bank statement to our attention.Upon investigation, I could not find your email address associated with a Shopify account. Did you recently make a purchase from a store that uses Shop Pay or the Shopify checkout? If so, then this would be expected behaviour. These pending transactions are standard practice to verify that the credit card entered at checkout is active, and they typically expire after five business days. If a charge has been posted by Shopify without your authorization, please reach out to our 24/7 Support via help.shopify.com. In the chat box, request to speak with a representative, provide a brief summary of your issue, and select "I dont have a store" when prompted. Follow the prompts to begin chatting with a Support Advisor. Should you have any concerns about the security of your bank account, I recommend contacting your bank for further assistance.Thanks,Lex | Shopify Operations Lead

  William P

  Date: 08/01/2025

  My bad. The company that I purchased from uses Shopify. I didn't know. Sorry, all is good with Shopify. I'll know better next time. A+ for Shopify

• Review fromMaria

  Date: 19/12/2024

  1 star
  I purchased a yearly subscription from Shopify on September 7, 2024, for $348. Before my store was even fully set up or operational, Shopify terminated my account without warning. They provided no prior notice and did not give a valid reason beyond stating that I violated their Acceptable Use Policy. I followed their instructions to appeal this decision and request access to my store or a refund, but received no response. I am now out $348 with no access to the store I paid for and no refund. This feels like an unfair and deceptive business practice, as I paid in advance for a service that was never rendered. Shopify also removed customer service and now have unhelpful live Service Agents Bots servicing all customer support related inquiries. These bots cannot resolve any issues. They are only allowed to escalate issues and escalations are not being responded to in any way. As a $148B enterprise I expected more from Shopify in terms of customer service. I've made multiple attempts to resolve this issue by email, live support and on their help forum. All to no result. I would like businesses and BBB to take note of this complaint to prevent similar issues for other consumers.

  Shopify Inc.

  Date: 03/01/2025

  Hello *****,***** here, an Operations Lead at Shopify.Thank you for sharing your concerns regarding your request for a refund. Due to the public nature of the BBB, we are unable to discuss your specific account details for privacy and security reasons. However I have escalated your request to the proper team and they have reached out to you via the secure Ticket ID: ************************************. Please direct any further questions you have, to this team via that ticket ID please. They are best suited to help you resolve your refund request as quickly as possible. Thank you,*****

  Maria

  Date: 08/01/2025

  Hello *****,I appreciate your response following my BBB post, as well as the *** filing. However, I'm compelled to express my disappointment that external escalation was necessary to initiate a reply, four weeks after my initial outreach. The subsequent communication (Ticket ID: ************************************* received five days ago, unfortunately, has not yet led to a resolution.Urgent Need for Resolution and Transparency: As a paid customer ($348 yearly subscription) who was terminated without clear justification, I urge Shopify to prioritize a swift and fair resolution. The lack of timely support and transparency in this process has been alarming. I request that your team provides a concrete update on the expected resolution timeline and clarification on the termination reason, as initially promised in your Acceptable Use Policy.A Caution to Prospective Shopify Users: While I hope for a positive outcome in my case, I feel obligated to inform others considering Shopify:? Be aware of the potential for account termination without clear justification.? Understand that resolving issues might take an unexpectedly long time.? Carefully evaluate whether the provided support channels meet your business's needs.*****, I strongly encourage Shopify to seize this opportunity to demonstrate its commitment to customer satisfaction and transparency. A prompt resolution to my case would not only rectify my situation but also reassure the broader user community.Expected Next Steps: For the sake of clarity, I anticipate:? A detailed explanation for the account termination.? A clear resolution to my refund request ($348).? A specific timeline for completion (by [Proposed Deadline, e.g., within the next 7-10 days]).I appreciate your attention to this matter, *****, and look forward to a satisfactory resolution. I'm confident that Shopify can turn this experience around, ultimately benefiting both me and future customers.