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:01/03/2024

  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 customer service decided to put a hold on my account due to me using there system to pay for my store that they had froze it was froze because i had to wait a month in order for them to get back to me before they deactivated the 2 step verification so while i was waiting for there response they froze my store because i wasn't able to pay it because i was waiting for them to deactivate the 2 step verification. So then i created another store and used the bill pay to pay for my store that they had froze and they said that i wasn't aloud to do that however when installing bill pay threw shopify it says that you can import any invoice bill or bills and my store is a bill so i imported my store bill that was frozen and paid it threw the store that i created, then customer support said that i wasn't aloud to do that so after customer support reported what i did they put a payment hold on my new store that i created and i been trying to get this issue resolved for over 2 months. Also this new store has been making net sales, gross sales, profit, and etc and i haven't seen none of my payouts in my bank account all customer support has to say is that the payment was ****** so they have nothing to do with with payout because its ****** payment however when i had it on automatic payments through shopify they wouldn't give me no answer to where my payouts are going and why there not going to my bank accounts and from my net sales, and gross sales, and net profit i've generated over $1,300,000.00. Then on top of that i was offered a job and still didn't get my issue resolved so in conclusion all im requesting is the payout i generated from my net sales and gross sales and from the total revenue sales because in regards in having to wait for customer support to resolve my issues that didn't get resolved my company took a loss in sales and profit and in annual sales that were generating my companies expenses and income.

  

  Business Response

  Date: 02/03/2024

  Hello *****,
  
  My name is *****. I'm an Operations Lead here at Shopify, and I'll be glad to help you with this.
  
  Security is important to us at Shopify, and due to the public nature of the BBB, we are unable to discuss senstive account details here. With that in mind, I have sent you and email and created a ticket (# ********) to request additional information.
  
  Once you reply to that email, we can speak directly about your account and look into any applicable next steps.
  
  I look forward to your response.
  
  Kind Regards,
  ************ | Operations Lead

  Customer Answer

  Date: 03/03/2024

   
  Complaint: 21371685
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair 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 have a ecom site on shopify. I sell watches and jewelry. i also have some loose gemstones, rubies and diamonds for sale. few days ago i got email from ****** at legal ***** Said that because i am selling loose gemstones i can not use shop payments. and they revoked my eligibilty without warning. along with Apple Pay.Next day i lost ****************** shop and i just got activated days before. now shop itself. I removed all loose stones from my site 2 days ago and i am still unable to reactivate the payment portal.Meanwhile, i found 2 other Shopify stores that sell loose diamonds and emeralds. also found a droppshipping channel in the shopify app store that sells nothing but loose stones. as well as crafters selling raw uncut stones. ALL ON SHOPIFY. Guess I'm special? I have had no sales, no payments and there is no referance to selling diamonds or rubies in the terms and conditions. This is complete BS.it's been 2 days now i've removed the items(even thought it's discrimination and unfair bus treatment) "******" at legal has not responded to more than 6 emails since yesterday. Tick tok. There causing me to go bandrupt before i even get off the ground for no valid reason.

  

  Business Response

  Date: 06/03/2024

  Hello *******, 
  
  My name is **** and I'm a Support Lead at Shopify. I know that you have some questions about Shopify Payments that you feel have not been addressed, and I want to ensure you have all of the information necessary to resolve this issue. 
  
  Due to the public nature of the BBB, I can't get into specifics of your store for privacy reasons. However, I do want to ensure you that your interaction with ****** is the best place for further assistance on this. While he hadn't replied to you at the time of your submission, it can take more than a single day for this team to reply. That said, ****** will reply to you on that ticket with all relevant information. 
  
  Regarding your question about other stores on the platform, I cannot discuss any specific store's relationship with our payment gateway, but I can confirm that you do not need to use Shopify Payments in order to have a store on Shopify. Many stores that sell items that our payment gateway cannot support still use our platform for its many features, and this option is available to you as well. You can learn more about using a third-party gateway here: 
  
  ****************************************************************************
  
  I hope that by now you've been able to continue working with ******, and even if the store is unable to use Shopify Payments, the above article will help you get set up and selling. 
  
  Sincerely,
  
  ****
  Support Lead | Shopify

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21368112
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 11/03/2024

  Shopify complaints. Please close this case. I am satisfied with there none help. But the items in this file have been remeded.

  Other complaint pending.

  **************************;

• Initial Complaint

  Date:29/02/2024

  Type:Sales and Advertising 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 never signed up for a Shopify account, but ******************** code emails, texts, and online pop-**** as well as control over some online account credit card info, keep coming up, and those are UNWANTED and unsolicited. There is no Shopify phone number to contact. I entered my phone number in Shopify's opt out online link but that does not work. This is illegal harrassment and it puts my personal info and security at risk for fraud and worse. Shopify needs to immediately cease all messaging for my shopping or any other transaction or action I take. Shopify needs to immediately cancel any connections and accounts they set up for me.

  

  Business Response

  Date: 04/03/2024

  Hello ******,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding the messaging you are receiving from Shopify. From your description, it sounds like our Shop Pay feature that our merchants have the option to offer on our checkout. In order to delete your Shop Pay account please visit the following website: *******************************. Please let me know if you have any questions and I will be happy to help! 
  
  Sincerely,
  *****

  Customer Answer

  Date: 04/03/2024

   
  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:29/02/2024

  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.

  will not stop billin me 39 .00 a month closed the site in Dec they tolk money in Jan now they are doing it again Can not call no phone number to them tryed talkin online got nowhere thank you for any help ******* *********

  

  Business Response

  Date: 05/03/2024

  Hello ******* 
  

  My name is ***** and I am a Support Lead here with Shopify. I am sorry to hear you are having difficulty with billing on your store. 
  

  Is there a possibility that you may have opened more than one account while setting up your account? This may explain why you are still getting billed when you have closed a store. An easy way to find this out is by going to ******************************************** and putting in your email address. You will then be sent a list of stores that are associated with that address and perhaps will show an active account which you can then close. 
  

  We are here to help as best we can so if you are still having issues I can send you an email directly and work with you on getting the issue resolved. You can also speak to an advisor directly at ****************.
  

  Regards 
  *****
  

  
  

  Customer Answer

  Date: 05/03/2024

  
  
  Complaint: 21363631
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:28/02/2024

  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 shut down my website without notice and with out cause. They sent a generic email stating I violated their user agreement. They did not state how I violate or show me proof. I used only Shopify affiliates to create the website and to stock the website with clothing. Everything was done through Shopify so I didnt violate the **** There virtually no customer service and only a form to fill out.

  

  Business Response

  Date: 03/03/2024

  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 shall be reviewing your store to determine what has occurred. 
  
  Due to the public nature of the BBB 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 Ill be able to investigate. 
  
  Warm Regards
  
  Jef - Shopify Support Lead

• Initial Complaint

  Date:28/02/2024

  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.

  Shopify has the worst robot customer service and will not release my domain that I paid for. Www.mygemwell.com. Loss of business now because of it.

  

  Business Response

  Date: 03/03/2024

  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 shall be reviewing your store to determine what has occurred. 
  
  Due to the public nature of the BBB 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 Ill be able to investigate. 
  
  Warm Regards
  
  Jef - Shopify Support Lead

• Initial Complaint

  Date:28/02/2024

  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 had a test order done by the ceo *********************************** who provided his details, i was losing *****s a week lately as shopify had issues again, i called him and politely asked if he can look into my store issues as support are ignoring me, he said yes leave it with **** then get an email from him and head of tech support ******************************* saying its being looked into, i then received a rather aggressive email copied me in from *************************** to them accusing me of not sending in any proof of errors when asked since august, i have sent pages of information i have sent lots of images i even uploade clips of the checkout issue on to shopify which they aknowledged at time and discussed, he then went on to moan about me as a pain basically since august emailing support, and making up stories! and then said me calling ****** was harrassment and he will be takling steps, heard nothing more from them and 9 days on last night my store was terminated with no notice, told i can not speak to support or anyone about my store, i cant access my store to get anything such as orders or financial data i have tried im locked out and the worst thing is they are now holding some ****** of my funds that was from customers sales which a large chunk was suppossed to be in my bank today from shopify, coincidence with there timing, and blocking my access to my business financial accounts is that even legal and witholding my customers money and mine is that legal with no explanantion when or how i will get my money? they act like gangsters over at shopify quite frankly someone needs to take them to task! I have told the my losses are ******* in total and they always reply we do no compensate and our terms cover that we dont have to provide comopoensation for errors on our platform, but they do all businesses have to provide a certain level of acceptable service and when you look at the downtime for shopify its always down with issues weekly now so how is that not compensatable?

  

  Business Response

  Date: 05/03/2024

  Hi, ******.
  
  As weve mentioned in our responses to your prior BBB complaints, to protect private information, we are unable to discuss store-specific information like your financial details or personal information in a public forum.
  
  If you wish to review past correspondence via the BBB where we have outlined this and further details on how we have worked to assist you, you can reference:
  
  * Complaint ID ********, closed March 31 2021
  * Complaint ID ********, closed November 7 2022
  * Complaint ID ********, closed October 31 2023
  * Complaint ID ********, closed October 11 2023
  
  We have discussed with you the technical matters you have raised in support interactions, regarding your legal and financial issues, and have also provided you with a point of contact for ongoing inquiries. If you require further assistance, or if you did not receive the email from our team about your legal and financial questions, you may use that point of contact we provided you at any time.
  
  Please note, any appropriate responses to inquiries may take several business days, but we always endeavor to address appropriate ongoing issues as promptly as we can.
  
  Best,
  ************** | Support Lead 
  
  

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21357927
  
  I am rejecting this response because:

  they have not admitted to the faults they admit to online with checkour rollouts and ******************* called me a liar in an internal email saying i refused to send in evidence i have always sent in evidence thats why they dhiding now behind oh its confidential!!!
  

  They terminated my store for no reason some made up rubbish!

  They have nev er compensated for admitted issues including admitting we WERE losing sales as they had yet again ****** pay issues at checkjout, i have all the messages from support!!!

  I am taking this further as i know BBB is powerless, they are now illegally holding around 9000 just to spite us until late june 2024, they are a nasty dishonest company now its run by ******!!!

  I am contacting many goverment departments in canada and this week repeating the process with ** goverment departments, i am not taking this disgraceful loss of sales, disgracefull lies from the employees, the large financial loss and the slander and libel against me by ***************************!!!!!
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/03/2024

  Hi, ******.
  
  We can not comment publicly on any ongoing legal inquiries. If you have specific questions or need assistance, you have been given the appropriate point of contact to reach support.
  
  Best,************** | Support Lead

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21357927
  
  I am rejecting this response because:

  As usual refuse to answer about the terrible service or faults or how badly they treat customers.... nothing....

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

• Initial Complaint

  Date:27/02/2024

  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.

  After reaching out to Shopify on February 15, 2024, in response to their request for additional information to reconsider my account's eligibility, I complied by providing my home insurance bill and the articles of incorporation for my business. I explained that my business model focuses on consulting services, which doesn't involve tangible inventory, and detailed how I drive traffic to my store primarily through referrals and in-person interactions, rather than social media or traditional online marketing.However, there's a significant issue at hand that has compounded my concerns and necessitated my complaint to the Better Business Bureau. Shopify is currently holding $5,000 of my funds without resolution. This has not only impacted my business operations but also heightened my urgency in seeking a clear and fair resolution from Shopify. The lack of communication from Shopify, despite my follow-up on February 23, 2024, and now with a substantial amount of money on hold, has left me in a precarious position.This situation has forced me to escalate the matter by filing a complaint with the BBB, as it involves not just the reconsideration of my account's eligibility but also the release of my funds, which are critical for the continuity of my business.

  

  Business Response

  Date: 03/03/2024

  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 shall be reviewing your store to determine what has occurred. 
  
  Due to the public nature of the BBB 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 Ill be able to investigate. 
  
  Warm Regards
  
  Jef - Shopify Support Lead
  
  

• Initial Complaint

  Date:27/02/2024

  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 deactivated my Shopify account on February *********. I was charged for March subscription even though it is not march. They will not give me my money back or stop payment.

  

  Business Response

  Date: 27/02/2024

  Hello ******,
  
  My name is *****, I'm an Operations Lead here at Shopify, and I'll be glad to help you today.
  
  I wanted to let you know that as per our terms of service, Shopify generally does not offer refunds for subscriptions fees. That being said, with the information you provided in your BBB Complaint, I was able to locate your store, and make an exception. I have refunded your most recent invoice for $89.00 USD. You should see the funds returned to your method of payment in roughly 7-10 business days, depending on your bank.
  
  Should you ever be looking to create another ecommerce store in the future, we would be glad to have you back.
  
  Kind Regards,
  ************ | Operations Lead

• Initial Complaint

  Date:27/02/2024

  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 *** a customer with ******************** on and off since 2019 . I said 348 in you for a one year subscription service in July. On several occasions I have been denied access to the website because of 2FA provides documentation and missed flash sales I notified my customers about on this past Friday . It's now Wednesday and I still have no access to my site. I've spoke with several reps who all told me that starting anew site to handle sales so I wouldn't miss the flash sale wouldn't be a problem m well a few of our clients paid via text is we entered them manually how they are asking me for even more info after saying it wouldn't be a problem . I have the transcripts of the conversation that were had in both accounts . I either get access to my sight today or I move forward with using for the funds paid for the website the theme and lost sales

  

  Business Response

  Date: 27/02/2024

  Hello ********,
  
  My name is *****, I'm an Operations Lead here at Shopify and I'll be glad to help you with this.
  
  As security is important to us at Shopify and due to the public nature of the BBB, we are unable to discuss sensitive account details here. I have sent you an email and created a ticket (# ********), asking for some additional information about your store. Once you reply to that email with the required information, we can work on any next steps needed to get access to your account.
  
  Looking at the screenshots you provided, it appears you might already have a ticket escalated with our Account Security team. If this is the case, it means your request is already with the correct team to regain access to your store. I know it can be difficult to not have access to your store in cases like this, but our Account Security team works to resolve issues like this as quickly as they are able. Of course, I'll be happy to confirm this and see if there are any additional next steps needed once we can speak directly about your account.
  
  I look forward to your response on ticket # ********.
  
  Kind Regards,
  ************ | Operations Lead

  Customer Answer

  Date: 29/02/2024

   
  Complaint: 21353384
  
  I am rejecting this response because: For one I have received communication from ***** team leader  I got the same generic response . That the trans was made  aware of urgency of the matter but I  and my staff have no access to again a platform that was paid in advance , in full for a year long subscription service. 

  Shopify has failed my business miserably not only have we missed sales but also losing clientele due to having to tell customers we can ot process orders due to technicalities with Shopify . 

  To date Shopify in our observation refusing us legitimate access by holding over on contracted services. 

  I paid 638 for both a theme and subscription service. Being  small minority owned business I feel that Shopify practices are deplorable and vapid. 

  I have decided to leave the platform and warn anyone reading this to not utilize their services .I am at a large financial loss.

   

  
  Sincerely,
  
  ***********************************;

  

  Business Response

  Date: 29/02/2024

  
  Hello ********,
  
  Thank you for your continued communication. 
  
  As mentioned in our ticket (# ********), it is the responsibility of the merchant to ensure they keep their account login details secure and available. In addition, you currently have an active ticket with our Account Security team, which is the correct team to help you regain access to your account. I will continue to monitor the ticket to make sure the issue is resolved.
  
  I also wanted to mention as spoken about in our ticket, we of course want to get you back into your account as soon as possible, and I understand the urgency to regain access to your account. While your ticket is in the hands of the correct team as per our standard processes, I have submitted feedback to the appropriate teams, to hopefully make the account recovery process quicker in the future.
  
  Should you have any further questions, feel free to reply directly to our open ticket (# ********), and I'll be glad to answer them.
  
  Kind Regards,
  ************ | Operations Lead