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:15/01/2024

  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.

  I contacted Shopify on January 4, **** via Instagram and ******** direct message about having an issue logging into my account. The phone number linked to my account is outdated and I have two step recovery on my account, therefore I am unable to login because it sends a text message to my previous phone number to verify my login information. On January 4, **** at 3:24pm I received a response from Shopify via ******** dm stating that I need to connect with Shopify support via a link Shopify sent. January 7, **** I informed Shopify that I cant connect to customer support because I am being asked to sign in which I cannot due to my phone number being outdated.

  

  Business Response

  Date: 15/01/2024

  Operations Shopify

• Initial Complaint

  Date:11/01/2024

  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.

  This company has been charging me every month for several months. i contacted them several times and submitted several documents to them as proof they have been charging me and they told me the debit card i provided is not the debit card they are charging even though i submitted bank statements of the charge to them. as further evidence i contacted my bank and they further stated they the debit card i provided to shopify was the debit card used to charge the monthly fee. They refuse to refund my money and they refuse to stop charging. This company is a scam and is committing fraud and will not get away with it. They will be reported to the ftc for committing fraud

  

  Business Response

  Date: 16/01/2024

  Hello ***, 
  

  My name is *****, and I am a Support Lead here with Shopify. I am sorry to hear you are having difficulty in your journey with us. 
  

  I have looked into the account and I see you mentioned setting up an account with us on ticket number ********. I can continue to help you with this issue but due to the public nature of the BBB and the sensitive information that we need to discuss regarding your account I have sent you a separate email. Please respond directly to that email so we can get your issue resolved. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 16/01/2024

   
  Complaint: 21129928
  
  I am rejecting this response because:
  I was contacted by ***** S from shopify saying we can not give refunds and asking me to verify the same info i have verified to them multiple times previously.  This company is committing fraud and is illegally charging me every month for a service i did not sign up for and do not want

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

  

  Business Response

  Date: 22/01/2024

  Hello ***, 
  

  As I have explained in our other email thread, our accounts team were able to successfully close the account in question given the correct email address. We have also been able to supply a one time refund to your account. I hope this resolves the issue for you and if you need anything else please feel free to contact me directly.
  

  Regards
  *****

• Initial Complaint

  Date:11/01/2024

  Type:Delivery 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 placed an order and paid Shop. Attached are screenshots.After placing the order and paying shop. I never recieved anything. I recieved a message the item was delivered. Then later found out the order was never shiped. I have paid for nothing and I would like to have my money returned. The shop app has instuctions for canceling and order and refunds and the app is not set up as the instuctions report. I want my money back because i have not recieved anything.

  

  Business Response

  Date: 14/01/2024

  Hi ********, 
  
  My name is ****, I'm a Support Lead here with Shopify. I understand you are reaching out in regards to an order you placed using the Shop app. I regret to hear of the issues you've encountered and I'd like to work on the matter with you further. 
  
  Due to the public nature of the BBB 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
  
  

  Customer Answer

  Date: 14/01/2024

   
  Complaint: 21128620
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/01/2024

  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.

  To preface, our company initiated the move to the Shopify platform in 2020, precisely at the beginning of the pandemic.In September 2023, confronted with the impending termination of support for our existing POS system (QuickBooks POS), we made the strategic decision to transition to Shopify. Unfortunately, our engagement with the Shopify vendor proved to be filled with misinformation. The guidance provided regarding the essential equipment for our operations was entirely inaccurate. Additionally, the support and guidance from the Shopify team was inexistant. After multiple pleas for guidance and help, in the end of October, we decided to hire a Shopify expert to help us with the migration. Subsequently, upon enlisting the services of this local Shopify expert, we discovered that out of the total hardware purchased from the recommendations of the Shopify vendor, amounting to $4,028.00, a staggering $2,565.00 worth of UNNECESSARY equipment had been purchased.Since the beginning of December, persistent efforts have been made to initiate the return of this surplus equipment, but unfortunately, our attempts have been met with overwhelming obstacles and unanswered communications. This situation has elevated our uneasiness significantly, as we fear that our decision to transition to Shopify for the acquisition of a new POS platform may have been grievously misguided.As dedicated partners in this platform, we tried to attend to this issue internally and inquired about the need for a more direct line of communication but met with inconsiderate team members. Our issue was brought to the back-end support team and their ONLY response was that no refunds can be made as they have a 30-day policy for their hardware items. We wouldnt have passed the 30 days if we were met with communicative team members that were willing to help and guide a partner in an extensive software transition.

  

  Business Response

  Date: 14/01/2024

  Hello ******,
  
  My name is *** and Im a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I can recognize this is not the most ideal situation for your store and I shall be reviewing to determine what happened and when. 
  
  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:11/01/2024

  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.

  The Shopify website is very complicated to navigate. I used it for maybe a week then i didnt really know how to make the website so i thought I cancelled my subscription in October but apparently it never canceled and i was charged a substantial amount every month $134.90. I tried to reach out to Shopify for a refund but they refused even though the last time I logged in was in October. I dont think its fair to offer $1 a month subscription then have a ****** complex website to trick people and turn that $1 a month into $134.90. I am looking for a refund for November and December. I dont have the funds to take this much of a loss. I am a small business that was just trying to make some extra money but this website is to hard to navigate. Thank you,

  

  Business Response

  Date: 17/01/2024

  Hi *****, 
  
  My name is ****, I'm a Support Lead here with Shopify. I understand you are reaching out in regards to your Shopify account that you were under the impression had closed after your trial. I regret to hear of the issues you've encountered and I'd like to work on the matter with you further. 
  
  Due to the public nature of the BBB 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:11/01/2024

  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 identity theft and did not authorize or take action to set up an account with Shopify. I searched the companies website and was unable to locate a good contact phone number. After using their chat function, which was a chat bot, it provided a number but it said it was no longer in service. It also required that I set up a trial account in order to contact someone via live chat to speak to them. There is no way to report unauthorized activity with this company which is a violation of the Fair Credit Reporting Act. I believe the frauster may have tried to set up a credit account in my name with their third party Bank, ****** ****. Desired action is to shut down the unauthorized account in my name and remove any reports to my credit report.

  

  Business Response

  Date: 11/01/2024

  Hello *******
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I have reached out to you via your email to obtain some more information regarding this situation. Once I hear back we can proceed with getting resolved for you very quickly.  
  
  Warm Regards
  
  *** - Shopify Support Lead
  
  

  Customer Answer

  Date: 11/01/2024

  
  
  Complaint: 21124931
  
  
  
  I am rejecting this response because: I do not have access to credit card number information that a fraudster would have used to pay for an account. This account was set up using my identity and I did not set it up or authorize it. Please use another method to identify the account and shit it down. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 14/01/2024

  Hello *******, 

  This store has been closed. 

  Kind Regards

  *** - Shopify Support Lead

• Initial Complaint

  Date:11/01/2024

  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 started a Shopify store with it's $1.00 for 3 months plan then after 3 months I would be billed monthly for $35.00. I deactivated my store account with ******************** but they're still taking monthly payments o$1.00 and plus $9.90 a month. These are unauthorized transactions. I need them to refund my money due to my store has been deactivated prior to these Unauthorized transactions. Thanks

  

  Business Response

  Date: 12/01/2024

  Dear *****,
  
  My name is ********, I am Shopify Support Lead with Shopify and I am happy to assist you.
  
  I am here to provide you with assistance regarding your concern. To ensure your safety and privacy, I will be contacting you through the email address provided in your complaint. Please keep an eye on your email inbox so that we can continue our discussion in more detail.
  
  Thank you for your understanding.
  
  Kind regards,
  ******** | Shopify Support Lead |
  
  

• Initial Complaint

  Date:11/01/2024

  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 am unable to log into my e commerce shop that I purchased a few years ago. I change my email address in May of 2023 I was no longer going to be paying for another email address through go-daddy. I began suspecting something was wrong in December but couldn't figure out what. After two day of Shopifys chat help I was emailed and said to rest assure that they would be fixing the issue. That was over a week ago, still nothing has been fixed. i have not had any customer orders since May this explains why. They never updated the new email. I am attaching the emails back and forth from shopifys chat help.sincerely,************************* Owner www.bartendermafia.com BARTENDER MAFIA From:************************** To:Shopify Wed, Jan 3 at 3:48 PM I put the email address in the link it says it doesnt exist I want someone to call me ************ Sent from my iPhone Show original message ********************************* (Shopify) www.shopify.com From:********************************** To:*********************** Wed, Jan 3 at 11:56 PM External images are now more secure, and shown by default. Change in Settings ********************************* (Shopify)Jan 4, ****, 00:56 EST Hi *******, This is ****** again from Shopify Support, Thank you for getting back to us, I definitely get that this is something that would be best over the phone, I agree with you on that. Although, please note that Shopify currently offers chat and email support at the moment, and hopefully we would have the phone option in the future again. For now, I'd be more than glad to be of an assistance regarding about your log in concern, and I was browsing over the previous ticket and I have found that this has been escalated with a ticket number ********. Rest assure you that assure you that your concern is being addressed with the utmost care and attention. We are working diligently to sort out the issue you have reported.In the meantime, please keep an eye on your email. A member of our dedicated team may reach out to you with further updates regarding your request. If you have any other questions or things our team may assist with please contact us at your convenience. Warm regards, ****** | Shopify Support Advisor If you have a minute, tell us about your support experience.great Great ok OK poor Poor Your ticket ID is *********** Jan 03 16:49 EDT, *********************** wrote:I put the email address in the link it says it doesnt exist I want someone to call me ************ Sent from my iPhone On Jan 03 16:44 EDT, ********************************* wrote:Hi *******!This is ****** again from Shopify Support, we weren't able to continue with the conversation due to disconnection though I still want to reach out and make sure to offer my help in sorting out your concern. We want to give you the support you needed today.From what I have gathered, you are having issues with logging in into your account, you can try to check if where that store is link to by putting your email address on here [************](***********************************************************) , If you are still having trouble with in please reach us back.Show original message BARTENDER MAFIA From:************************** To:Shopify Mon, Jan 8 at 5:04 PM I have still NOT been contacted by the team to resolve this issue! Tomorrow Tuesday January 9, **** I will be contacting the BBB and filing and registering a complaint. This matter should have already been resolved and never have happened. *********************** Owner www.bartendermafia.com Sent from my iPhone Show original message Reply, Reply All or Forward

  

  Business Response

  Date: 12/01/2024

  Hi *******,
  
  My name is ********, I'm a Support Lead here with Shopify, and I am happy to assist you today.
  
  I am happy to inform you that our Account Integrity team is already handling your case. To ensure we address your concerns in the best possible way, we will continue our communication through the email address you provided in your complaint. You can also access the ticket #******** to view all the relevant information.

  By keeping our conversation private and personalized, we can focus on resolving your issues effectively. 

  We are excited to assist you further and look forward to helping you!

  Kind regards, 
  ******** | Support Lead
  

  
  

  Customer Answer

  Date: 12/01/2024

   
  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:10/01/2024

  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 am building and online store, on December 3rd, I downloaded a dropshipping app, Zen and chose the FREE plan, a week later I was charged, I had a chat on the Shopify app with a Zen rep telling her to take the charge off, because nowhere does it say I would be charged for integration, never got a chance to even use the app, ******* ignored my request and kept asking me why did I uninstall the app, I told her that I was not made aware there would be a charge to integrate monthly, she ignored me. Sad I did not screenshot the conversation. I reached out to Shopify support via live chat, I was told I had to reach out to the app developer. I had about eight chats or more with Shopify and the developer, going back and forth and got nowhere, so I tried to deactivate my store and was told my Shopify support that i had to pay the bill before I can deactiaate. The app developer told me, via email that Shopify support was ignnroing their emails, so I got nowhere, today, I also did a complaint with the Department of consumer protection and am blogging my experience to make any new start up to be aware of Shopifys business practive when it comes to their develpers not informing when there is going to be a charge to integrate. I have installed many apps on Shopify and not one charge for integration. I would not mind if I agreed to it, but I did not. Reference numher: ticket ID ********. Bad buainess practices on both parts

  

  Business Response

  Date: 10/01/2024

  Hello ******,
  
  My name is *** and Im a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I recognize this situation has not been ideal for you and shall be reviewing your store to determine what has occurred. 
  I reviewed the ticket you provided and can confirm the reversal of the app charge has been completed and is no longer part of your invoice owed to Shopify. 
  
  Please note; we will make one more attempt to collect payment from you on Jan 13th UTC and if unsuccessful your store will be frozen. This means you will no longer have access to it until the amount owed is paid. 
  I hope you do decide to stay with our platform. 
  
  Warm Regards
  
  Jef - Shopify Support Lead
  
  

• Initial Complaint

  Date:05/01/2024

  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.

  I am attempting to open a Shopify store for dropshipping and set up an app, ******* as the supplier. The shipping will not add up correctly and shopify blames ******* and ******* Blames shopify and we have been going back and forth for weeks and this has wasted HOURS upon HOURS of my time and neither company will fix this issue. Shopify and ******* integrate and I can not be the only one with this issue, You all need to work together to FIX THIS! I have emailed and gone through numerous chats for assistance and get NO WHERE. Half the reps have no clue what they are talking about to begin with. ESCALATE THIS to the proper person to resolve this issue please!

  

  Business Response

  Date: 05/01/2024

  Hi *******, 
  
  My name is *******, I am an Operations  Lead here at Shopify. 
  
  Thank you for sending this through to us, I have taken a look into your open tickets with our support and will be supporting you through this request. I can see that you are looking for support with resolving ongoing issues with a  third party app. Due to ***s being public in nature and the sensitive account information around this issue, I have sent you a private email through our support system in order for us to discuss a plan to resolve. 
  
  I look forward to hearing from you and moving forward with this request. 
  
  Sincerely, 
  
  ******* | Shopify Operations Lead

  Customer Answer

  Date: 09/01/2024

  I responded to their email requesting my account info so they can "assist" and they have not responded back with any assistance. 

   

  
  
  Complaint: 21098712
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 12/01/2024

  Operations Shopify