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:05/11/2023

  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.

  Ive been trying to get into my account for months. When I enter my username and password a message pops up saying it has been a while since Ive logged in. The message states that a code is being sent to my email address and I will need to enter the code in order to access my account. The code never comes. *** had conversations over chat with multiple people but nobody ever gets back to me. They are continuing to charge my bank account while locking me out of my account with no recourse. Nobody responds to the ticket messages I have sent.

  

  Business Response

  Date: 06/11/2023

  Hi ********, 
  

  My name is ****, I am a Support Lead here at Shopify.

  Thanks for sending this information through to us, I can understand how not receiving the support you need can become frustrating and I want to help. With that being said, we cannot locate an account associated with your email mentioned in the complaint here. Given the public nature of BBB, I have sent through a private email to get more information on your account. 

  Speak soon, 
  **** | Shopify Support 
  

  
  

• Initial Complaint

  Date:02/11/2023

  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 opened a shopify account at the end of October 2023 and immediately started using it. I got a email asking for some documents to verify everything & that my payouts are hold until my documents get approved . I immediately submitted those documents and after I spoke to shopify support and was told the documents were approved but my payouts were still on hold..... so I contacted support again and I was told my account was in review for a different reason . Which I don't know why my payouts would be on hold still since I fulfilled the request. It has been almost a week and they changed my payout date to no payout and I can't get my money. My small business is going under & so are my bills. I need my money asap!!

  

  Business Response

  Date: 05/11/2023

  Hello *****,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I can recognize how frustrating a situation such as this can be and I shall be reviewing your store to determine what has occurred. 
  
  Due to the public nature of the *** 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 I’ll be able to investigate. 
  
  Warm Regards
  
  *** - Shopify Support Lead
  
  

  Customer Answer

  Date: 10/11/2023

  
  
  Complaint: 20815563
  
  
  
  I am rejecting this response because:

  I recieved a email to submit documents to verify information & I immediately submitted those documents after I contacted Shopify support and I was told that the documents I submitted were accepted and approved and any holds on my account have been lifted. I was assured of this multiple times over & over again.

  & a few days later I get a email saying that my store has been terminated and my funds held for 120 days & then I get a email from ***f asking for the required information and I provided it & I get a email a hour or so afterwards saying exactly what the email saying my store was terminated and funds held had said. Shopify has been doing this to small businesses owners for years and we are tired of it. I know a lot of people who this same thing has happened and are ready to file a class action lawsuit & take it to the media. This is very unprofessional & I have had contact with over 50 or 60 small business owners who had a Shopify account & the same thing happened to them. If this isn’t resolved and my payouts released like I was told they would be on 11/2/2023 I will be taking this to the media with the other 60 people I have & we will all be filing a class action lawsuit against Shopify. & if you think to yourself yeah right , you are very wrong. We have already contacted a lawyer & he will be reaching out very soon if this isn’t resolved 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 13/11/2023

  Hello *****, 

  
  You are correct that your Shopify Payments account had been approved after you provided the documentation we requested. 

  
  Subsequently your store was found to be in breach of our Acceptable Use Policy and as per our communication with you was then terminated. As a result our banking partners automatically retain any funds obtained via orders for 120 days to cover for the possibility of any chargebacks on these orders. 
  Should these not occur then the money will be paid out to you. 

  The above has been previously communicated to you via email. 

  Kind Regards

  *** - Shopify Support Lead
  

  
  

• Initial Complaint

  Date:30/10/2023

  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.

  I wanted to deactivate my store and plan today. They would not let me cancel my store and billing until I paid a whole future month of billing. This is a scam they are running......making people pay a whole extra month of service and products for October 29th service and product through November 29th...........to be able to deactivate my service and products today. When you sign up they tell you cancel anytime. Not that you have to pay a whole future month of billing charges to be able to cane l today. That's not right and horriable business practices. We need a class action lawsuit here. You can't force people to pay a whole future Month to cancel today and receive nothing for the future month buy must pay for the future month in order to part ways with the company.

  

  Business Response

  Date: 30/10/2023

  Hi ********,
  
  My name is ****, I'm a Senior Lead here with Shopify. I understand you are reaching out in regards to your Shopify store that you recently closed.
  
  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,
  **** | Senior Lead
  
  

• Initial Complaint

  Date:26/10/2023

  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 deactivated my store in May 2023 and never signed up again or reopened a store but was charged ***** for the months of Aug, Sept, and October.

  

  Business Response

  Date: 26/10/2023

  Hello ***,
  
  My name is *** and Im a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I recognize how frustrating a situation such as this can be 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 contact 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:25/10/2023

  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.

  In June 2023 I attempted to use shopify to purchase items from themarathonclothing.com, at that time I created an account and was told that I was unable to use shopify to complete my purchase. At that time I went through the process of closing my account and removing the shopify app from my phone. Fast forward to today, when I make a purchase or visit a website that uses shopify the website uses shopify to verify my information/account. I logged into today to try closing my account again. But the instructions provided on the website advise you to go to settings, there is no settings button present. I tried contacting support which in turn told me I needed to sign up for a free trial before I could receive assistance. I DO NOT WANT A FREE TRIAL AND I AM NOT GIVING YOU CARD INFORMATION. I SIMPLY WANT MY ACCOUNT CLOSED AND MY DATA REMOVED FROM YOUR SYSTEM. Thank you.

  

  Business Response

  Date: 30/10/2023

  Hi ********,
  
  My name is ****, I'm a Senior Lead here with Shopify. I understand you are reaching out in regards to your Shopify account you wish to deactivate.
  
  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,
  **** | Senior Lead
  
  

• Initial Complaint

  Date:25/10/2023

  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.

  Shopify sent an email offering customers POS pro for $1 per month for 3 months. When I tried to take advantage of the offer it wasn’t possible. I contacted Shopify and after several days they said the email was sent in error. The email has no requirements to qualify for this offer.
  
  I am kindly asking them to honour their email offer.

  

  Business Response

  Date: 01/11/2023

  Hi *****,
  
  My name is *****, I’m an Operations Lead here at Shopify and I’m here to assist you.
  
  At Shopify we prioritize security and for that reason, we are unable to provide sensitive information here on the public *** platform. I have provided additional information related to your request on ticket # ******** that you have with our support team.
  
  However, I can say that our team has updated the eligibility criteria for this promotion, meaning stores that were previously not eligible for the promotion and received the email, are now eligible. If you would like, you should now be able to take advantage of this offer from the POS subscriptions page in your Shopify Admin.

  
  Should you have any questions, please do not hesitate to reach out on ticket # ********.

  
  Kind regards,
  ***** | Shopify Operations Lead
  

  
  

  Customer Answer

  Date: 01/11/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20779824, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:24/10/2023

  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.

  *********************** <*********************>Tue, Oct 24, 2023 at 2:45 PM To: Earlypeach <**********************>sent emals at leat ********************************* get sued.amazon1customer1 profile,review of your PRODUCTS ,for free,only and shipped out free no cost to me, CONTACT ME if you do and CONTACT ME THRU MY PERSONAL EMAIL..IF I CONTACTED YOU BACK RESPONSE ASAP PLUS I DO NOT HAVE PRIME ACCOUNT OR ******** OR ******* OR INSTAGRAM AND ALL OTHERS OUT THERE , CEASE AND DESIST PLUS I HAVE NO PAYPAL.I WANT TO TEST 10 WHY IN CASE 1 FAILURE REST FOR PART'S, RC CARS BOATS PLANES DRONESHELICOPTER BIG SMALL ELECTRIC GAS ETC ANY BRAND OF COMPANY KNOWN TO UNKNOWN BRAND.NOW TRAILCAMERAS 20 EACH ANY brand ,COLOR ,MUST USE 8 AA ,32GB MICRO SD OR HIGHER MEMORY ,PLUSNEEDS 2 TO 3 SEC TRIGGER SPEED 3 OR MORE BURST SHOT PHOTOS,WIDE VIEW, WITH OR WITHOUTSCREEN IS OK.cell phones 10 ,any make model,tests any make model except iphones yuck gross. Mirror dashcamsfront rear camera set ups,any brand 10.super high heels open toes ,closed toe biggest size available 13 inches, 14, 15,16, 17,etc. *** dolls women, 3ft to 5ft tall easy assembly no blow up only when parents pass away we discuss later,all other stuff send links to this amazon site make sure your not a fake.if i responded to you, you response to me asap .remember you contact me first.see attach pics info.Message ID<***********************************************************************************************>Created at:Tue, Oct 24, 2023 at 10:56 AM (Delivered after 0 seconds)From:Earlypeach <**********************>To:amazon1 customer1 <*********************>Subject:You left items at checkout-Save 95% Today SPF:PASS with IP 149.72.153.80 Learn more DKIM:'PASS' with domain shopifyemail.com Learn more,i have nothing in checkout and no money.plus use ***** only i have ***** account.do it till the day i die naturally die.47 yrs male adult me straight person not gay have urges since and hardness 5th grade no ****** needed.

  

  Business Response

  Date: 26/10/2023

  Hello ******,

  
  My name is *** and Im a Support Lead at Shopify.

  
  Thank you for sending this complaint through to **. Could you please clarify the exact nature of the complaint? All the information came through a little condensed and I want to be sure Im understanding the problem. 
  From what I understand youve been receiving spam emails from a website called Earlypeach. Is this correct? 
  
  Warm Regards
  Jef - Shopify Support Lead

  
  

  Customer Answer

  Date: 26/10/2023

   
  Complaint: 20777114
  
  I am rejecting this response because:From what I understand youve been receiving spam emails from a website called Earlypeach. Is this correct? partially correct but if you see attachments provided before ,they have your system, they used my contact info on amazon,my handle says amazon 1 customer ***** replying to there emails does not ,do a bounce back failure,never responding back.but did what ****** shows,says they went thru shopify email system,soo i request want i want done ,you forward this info to **** peach company ,i checked all over no info on bbb website on them,if i was Shopify Support Lead,go to there site do as my lists requests,bill it to early peach failure to respond to customer emails and breach of term of service.
  
  Warm Regards
  Jef - Shopify Support Lead
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/11/2023

  Hello ******, 
  
  Thank you for clarifying the issue. This is currently being reviewed by our Security team to prevent instances of this happening reoccurring. 
  
  Thank you for bringing this to our attention. Im sorry this is something you had to experience. 
  
  Warm Regards
  
  Jef - Shopify Support Lead

  Customer Answer

  Date: 02/11/2023

   
  Complaint: 20777114
  
  I am rejecting this response because:if company earlypeach still continues doing this I have not given any company or third-party affiliate my express permission to share my information.
  Desired Outcome
  
  I am requesting remove my address and other personal information from all databases, mailing lists, affiliates, and third-party entities whom they share information with and cease all sharing of my information. My personal information is not subject to public disclosure under ******* law (F.S. 119.071(4)(d), and is not obtainable by public record and i want them to answer the emails it just happened again,if you guys need to contact me use email soo i can forward this,any future.see attached files must sent stuff free using ***** only.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/11/2023

  Hello ******, 

  
  I have sent you an email regarding this to your personal email address. To answer this BBB complaint I can confirm your email address has been removed from Shopify Email and this store will not be able to contact you via that mailing application. 

  
  Kind Regards

  
  Jef - Shopify Support Lead
  

  
  

• Initial Complaint

  Date:20/10/2023

  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.

  started to get signed up with shopify 10/03/2023 there system would not function currectly and still has not been resolved. Using there system to collect credit card payments and now cant get paid for those payments because they have a problem in there system and they have my account wrong.shopify has over $6000.00 of my maney that they cant get fixed so they can depost it into my bank account.

  

  Business Response

  Date: 24/10/2023

  Hi *****,
  
  My name is ******, I'm a Support Lead here with Shopify. Thank you for taking the time to highlight the issue you've been experiencing, however, the matter has been resolved by the time this complaint has been filed. ****** *********, sent to you on Friday, October 20, 2023 contains all the relevant information. 
  
  Should you have any further queries, please reach out to Shopify Support.
  
  Kind regards,

  ****** | Support Lead

  Customer Answer

  Date: 27/10/2023

  
  
  Complaint: 20756257
  
  
  
  I am rejecting this response because: There system after almost a full month still is not working and I am wanting a full refund from shopify, and there 24/7 help is no help at all.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 01/11/2023

  Hi *****,
  
  Thank you for coming back to me to elaborate further. I recognise that this issue might be causing some dissatisfaction on your end, however, the relevant Team has provided more context on the matter on ticket #********. The have also sent a follow up to continue collaborating with you. Please ensure to direct your queries on the mentioned ticket, as the Team looking after is best placed to resolve issue.

  Kind regards,

  ****** | Support Lead

  Customer Answer

  Date: 07/11/2023

  
  
  Complaint: 20756257
  
  
  
  I am rejecting this response because: Shopify has not got back to me on either issue, they have told me for over a month that they would get back to me on getting my checking account connected to shopify credit card account. and also getting my shopify account to merge with my quick books and still no email back with any kind of help or reply other then a ticket has been created and then rate our performance.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Customer Answer

  Date: 08/11/2023

  
  
  Complaint: 20756257
  
  
  
  I am rejecting this response because:

  Shopify has not got back to me on either issue, they have told me for over a month that they would get back to me on getting my checking account connected to shopify credit card account. and also getting my shopify account to merge with my quick books and still no email back with any kind of help or reply other then a ticket has been created and then rate our performance.
  
  Sincerely,
  
  ***** ********
  
  
  
  

  

  Business Response

  Date: 10/11/2023

  Hi *****, 
  
  Thank you very much for coming back to me. In order to move things forward, please provide the required documents requested in ticket ******** on November 2, 2023.
  
  Kind regards,

  ****** | Support Lead

• Initial Complaint

  Date:19/10/2023

  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.

  They shutdown my Shopify Payments account after they told me they wouldn't while our account was under review. They said as long as I provided the requested documents by Oct 15th the would not suspend our account. They sent notification at 4am Friday Oct 13th, I sent them everything they requested on the on Oct 15th that they asked for in the form they provided. I've since emailed them multiple times and nobody is responding.

  

  Business Response

  Date: 23/10/2023

  Hello ***,
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that you are having issues with your account. Account reviews are carried out by our banking partners and can be done at any stage of a store’s lifetime. We must follow their requests and get the documentation needed. 
  

  I have spoken with our team and have seen that you are communicating with them through ticket ID: ************************************. As you are working with them directly please continue to reply to that ticket for the quickest response. I will continue to monitor the conversation and help wherever I can to get a resolution for you as quickly as possible. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:19/10/2023

  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 been trying to contact Shopify for a long time. They have no email that customers can send messages. They have no customer support phone number. They only way I can contact them is to login in to my account and wait for a customer support ticket to be created. I cannot login to my account because I have been locked out of my account. The system tries to send a method to unlock the account to my email. However, I cannot retrieve any emails associated with the account because of domain issues I'm having with my domain provider since they sold their domains to another company. Therefore, I have no way of talking to Shopify. I cannot even email ********************************** because they will not accept incoming emails. Please help me deactivate my account and stop money from being withdrawn from my credit card because I have no way to talk to them and tell them what is happening.

  

  Business Response

  Date: 19/10/2023

  Hi ******,
  
  My name is ****, I'm a Senior Lead here with Shopify. I understand you are reaching out in regards to your Shopify store that you are unable to login to.
  
  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,
  **** | Senior Lead