Complaints

This profile includes complaints for Shopify Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Shopify Inc.

  151 O'connor Street Ottawa, ON K2P 2L8

  
• 

  Shopify

  80 Spadina Ave, 4th Floor Toronto, ON M5V 2J4

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:20/09/2023

  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.

  I did a trial on Shopify a few months ago. I closed the shop and canceled it. They charged me for August. I closed it and canceled it again. I removed my card from my PayPal. In September they have continuously tried to bill me. I logged in to find out why (many times) now they have reactivated my account and will not let me close it again until a balance I guess for what they were trying to charge me in September because I didn't have any balance before and everything showed it closed properly. However it will not show me the balance or let me try to pay. It also will not close the store again because of a balance that doesn't really exist. I cannot permanently delete my account. It will show the store deleted and then it comes back, it never really deletes. I didn't know what to do, I have tried everything many times that it says online. They don't have a real person you can chat with either or a working email address to contact them. I need my account permanently deleted, I need my shop to stay closed and deleted and quit coming back. There are no listing, it showed it was inactive for 3 months, I have a screenshot I can send. But it won't go away or quit charging me.

  

  Business Response

  Date: 25/09/2023

  Hello *******,
  

  ****** here, an Operations Lead at Shopify.
  
  We appreciate you expressing your concerns about your account billing. It is possible for unexpected charges to occur if there is an open shop that you are unaware of or if a shop was created by mistake. Im happy to begin an investigation into the exact cause for the charges you are seeing. 
  

  In order to address your specific concerns and begin an investigation, I will follow up with you via email through our secure channels so that we can discuss your account in further detail.
  

  Thank you,
  ***********;
  

  
  

• Initial Complaint

  Date:16/09/2023

  Type:Sales and Advertising 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.

  There was a transaction I did not authorize in the Shop.app, which belongs to Shopify. This business did not protect my card information and allowed to scammers to buy things and charge me.

  

  Business Response

  Date: 20/09/2023

  Hello ********,

  My name is *** and Im a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I recognize this must be frustrating for you and as such I shall endeavor to find out why this 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 help understand what might have occurred. 
  
  Warm Regards
  
  Jef - Shopify Support Lead
  

  
  

• Initial Complaint

  Date:12/09/2023

  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 set up my Shopify Payouts to go to my Shopify Balance account. I had several transactions deposit into the account, including a $5000 donation. I was told my support that donations were not allowed and they froze my shopify balance account and the funds in it. With no way to use the donation money I issued a refund for the customer. I have contacted support almost daily since 8/30 because I still have no access to the funds and the refund has not been processed. I keep being told my support that another "ticket" is handling my situation but I have gotten no response and just keep being handed off to someone else that I do not hear back from. I expect the $5000 refund to be issued for order #**** immediately and refunded for any credit card fees associated with the order.

  

  Business Response

  Date: 14/09/2023

  Hello *****,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your Shopify balance account. In order to address your specific concerns, I will follow up with you via email through our secure channels so that we can discuss your account needs in further detail.
  
  Thank you,
  *****
  
  

  Customer Answer

  Date: 15/09/2023

   
  Complaint: 20590097
  
  I am rejecting this response because:  I received a response via shopify support and they are continuing to hold the funds to cover a negative balance which is only negative because of the $5000 refund issued to a customer which the customer still has not received. The $5000 refund needs to be issued + the $195.30 credit card transaction fee associated with the order which support told me would be credited once the refund processed.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 25/09/2023

   Date Sent: 9/15/2023 9:08:34 AM
   
  Complaint: 20590097
  
  I am rejecting this response because:  I received a response via shopify support and they are continuing to hold the funds to cover a negative balance which is only negative because of the $5000 refund issued to a customer which the customer still has not received. The $5000 refund needs to be issued + the $195.30 credit card transaction fee associated with the order which support told me would be credited once the refund processed.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/10/2023

  Hey there *****,
  
  Thank you for getting back to us about the refund and issue you were having with your Shopify Balance account. This issue has since been resolved and I have sent details about the refund in our authorized email thread. Please let me know if you have not received my emails and I will ensure they are re-sent to you. 
  
  Thank you,
  *****
  
  

• Initial Complaint

  Date:08/09/2023

  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 kicked my company out of my website. My company name is ****** c Canada **** my ebb page is www.bostonc.ca they kicked my out with no explain except a email which I responded to with no response. I want what I paid for back. I want access to my web page which I paid for and paid shopify for their services.

  

  Business Response

  Date: 14/09/2023

  Hi ****, 

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

  
  Thank you for bringing this issue to our attention. Due to the public nature of the BBB I am unable to discuss account details on this platform. I have sent you an email via the address provided in this complaint with further information, if you have any questions or concerns please respond to ticket # ******** directly. 

  
  Thanks, 
  ***** | Shopify Support Lead
  

  
  

  Customer Answer

  Date: 14/09/2023

   
  Complaint: 20576459
  
  I am rejecting this response because: I have sent them all my personal business information plus the legal documents from my lawyer showing a change in ownership of my company and all they keep asking for more of the same.  I have never once had anyone from shopify actually call me to properly explain what happened and why
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 25/09/2023

   
  Date Sent: 9/14/2023 10:46:13 PM
   
  Complaint: 20576459
  
  I am rejecting this response because: I have sent them all my personal business information plus the legal documents from my lawyer showing a change in ownership of my company and all they keep asking for more of the same.  I have never once had anyone from shopify actually call me to properly explain what happened and why
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 26/09/2023

  Hi ****, 

  ***** here - I have been assisting you with this issue so far. 

  I have followed up with you via email to explain the situation with your store, and provide more context on the information we requested from you. 

  If you have any questions, please let me know by responding to ticket # 41582007 directly. 

  Thanks, 

  ***** | Support Lead 

  Customer Answer

  Date: 27/09/2023

   
  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:06/09/2023

  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.

  I opened an account with Shopify in February 2023. After the trial period I purchased a store. By May I realized it was not going to be beneficial for me to keep the account opened so I sought to close my account. This was extremely difficult because the instructions to close accounts is hidden in a maze of clicks on the website. Once I closed (or deactivated as they call it on the website) I believed my relationship with Shopify was over. However in the months on June, July, and August they have continued to debit my bank account monthly. I have used email, online chat, and even provided transaction numbers of the bank withdrawals just to be told "we don't see any accounts you have with us". Precisely, my point I added! Today when I saw the debits continue in my account, I reached out to Shopify via chat (you can't call) and the chat responded "this chat is only for those who have accounts. If you would like to open an account, click here". This company has zero integrity and has literally found a way to steal from clients who don't want to do further business with them.

  

  Business Response

  Date: 07/09/2023

  Hi *******, 

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

  
  Thank you for bringing this issue to our attention. Due to the public nature of the BBB I am unable to discuss account details here. That being said, I have emailed you via the email address provided in this complaint so that we can resolve your issue. 

  
  If you have any questions or concerns please response to ticket # ********  directly. 

  
  Thanks, 
  ***** | Support Lead
  

  
  

• Initial Complaint

  Date:06/09/2023

  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 ************************ have been reaching out to Shopify since last Thursday 8/31/23 regarding my account and yet to receive any feedback on Ticket ID: ************************************ this is my source of **************** has hindered my business with not having a direct contact phone number instead they have a chat box that I cannot get into because I have been locked out of my account I have numerous emails where I receive no response

  

  Business Response

  Date: 07/09/2023

  Hi *******, 

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

  
  Thank you for bringing this to our attention. Due to the public nature of the BBB I am unable to discuss account details here. That being said, I have sent you an email via the address provided here with further information. If you have any questions or concerns, please respond to ticket #  ******** directly and I will get back to you. 

  
  Thanks, 
  ***** | Support Lead
  

  
  

• Initial Complaint

  Date:06/09/2023

  Type:Customer Service 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.com will not let me deactivate my account and does not allow customer service to deactivate accounts for customers. Thus, I believe they are intentionally keeping me from deactivating my account. I was able to log on to the site just fine previously. Since inquiring about deactivation, I am getting a "500" error even though their site shows there is nothing wrong. I can access every other part of their site accept the admin page, which would allow me to deactivate my account. I have tried several resolutions as stated on the Shopify community forums to no resolve.

  

  Business Response

  Date: 14/09/2023

  Hi, *********
  
  This is ****** and I am a Support Lead here at Shopify.
  
  On the date you filed this complaint, we received a few reports that some merchants were briefly unable to log in. Id recommend clearing your browser cache (you can find instructions on how for most browsers at this link: *****************************************'s-Cache), then give logging in another try.
  
  If youre able to log in, you can follow the instructions on this page to close your store: *****************************************************************************************************************
  
  If youre still experiencing difficulty logging in and closing, feel free to reply here and let me know, so we can look at alternative ways to get the store closed and stop future unwanted charges.
  
  Best,
  ************** | Support Lead 
  
  

  Customer Answer

  Date: 14/09/2023

   
  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.

  
  I was able to login into the website yesterday and delete my store. It was prior to me receiving the instructions from the business so I cannot verify if the instructions are correct or complete. However, my issue is resolved at this time.

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

• Initial Complaint

  Date:05/09/2023

  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.

  Every single time I've tried to log into my Shopify account that I pay for, I get automatically logged out. I've logged a ticket with support, spoken to 3 reps, cleared cookies, cache, tried using a different device and browser but nothing has worked and they refuse to not only give compensation but closed the ticket without any resolution.I literally have all the chat logs with reps along with screenshots of the issue that they just keep ignoring and refusing to look into or even fix. I cannot use the product I paid for

  

  Business Response

  Date: 12/09/2023

  Hi *****,
  
  I'm ********, the Support Lead with Shopify. I'm delighted to offer you the assistance you require. To maintain the privacy and confidentiality of your store and data, I kindly request that we continue our conversation through your private email, which you have provided in this complaint.
  
  By shifting our communication to email, we can ensure the security of your store information. Please be assured that I am fully dedicated to providing you with the highest level of assistance and support.
  
  Kind regards,
  
  *************;
  Shopify Support Lead
  
  

• Initial Complaint

  Date:05/09/2023

  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.

  Topic: Store shutdown false dmca claim My store zovvo1.myshopify.com was shutdown on the 27 june 2023, because of a false dmca claim from my competitor. I send shopify a email directly regarding the dmca claim and i asked if i could file a dispute against the alleged dmca claim. I got no response whatsoever from Shopify and send 5 emails again inbetween and now after 3 months i still have not received a reply. I also contacted inbetween the general support of Shopify but they constantly said they cant give a answer because its a different support team. The general support team also said i just need to wait but 3 months of wait is ofcourse rediculous because i cant acces customer information and cant refund people because i cant reach the backend.Solution: The solution i want is acces back to my shopify store and the ability to finally file a counter notice against the dmca claim!

  

  Business Response

  Date: 08/09/2023

  Hello ******,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your DMCA claims and disputes. In order to address your specific concerns, I will follow up with you via email through our secure channels so that we can discuss your account needs in further detail.
  
  Thank you,
  *****
  
  

• Initial Complaint

  Date:01/09/2023

  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.

  This business does not have a live person to contact for customer inquiries, complaints or issues. This business is charging my credit card on a recurring basis and I have no way of contacting this company to resolve this issue. They have lured me into signing up for a plan and now that I am locked into a monthly subscription, I am unable to access support or get out of this plan. I've attempted reaching out via their "online chat" portal but this chat is very misleading as support is only "offered" to those with a live store which means that if your store is inactive, you cannot receive customer service and even for those with a live store, it is almost impossible to successfully reach a support advisor. This company is extremely deceptive and I am beyond unhappy with the service. I've invested a lot of money with this company and I cannot reach anyone to rectify the issues that I've been having with their products or to stop the charges due to products not working properly.

  

  Business Response

  Date: 05/09/2023

  Hi ******, 

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

  
  Thank you for sharing your experience with our help center. I am sorry to hear that you are unhappy with the level of support that you received. Due to the public nature of the BBB I am unable to discuss account details here. That being said, I have reached out to you via the email address provided in this complaint. If you have any questions or concerns please respond to that email directly and I will get back to you. 

  
  Thanks,
  ***** | Shopify Support Lead