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 Inc.

  57 Erb Street West Waterloo, ON N2L 6C2

• 

  Shopify Inc.

  8189 Walnut St New Albany, OH 43054

• 

  Shopify Inc.

  57 Erb St W Waterloo, ON N2L 6C2

• 

  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:20/06/2023

  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 HAVE DEACTIVATED MY SHOPIFY STORE FOR TWO YEARS. SHOPIFY HAS BEEN TRYING TO WITHDRAW OVER $400 FROM MY BANK ACCOUNT. AFTER SPEAKING TO SOMEONE OVER THE PAST FEW DAYS, THEY WERE GOING TO ESCALATE IT TO PAYMENT SPECIALIST. TODAY THEY WERE SUCCESSFUL IN WITHDRAWING THE MONEY. I CONTACTED THEM BACK AND SPENT HOURS ON THE PHONE GOING BACK AND FORTH ONLY FOR THIS AGENT (AFTER I GAVE HIM THE ORIGINAL TICKET NUMBER FROM THE FIRST CALL) TO TELL ME THE ORIGINAL AGENT WAS WAITING ON ME TO CONTACT MY BANK. I HAD TOLD THE ORIGINAL AGENT I HAD ALREADY SPOKEN TO MY BANK AND THAT WAS THE REASON FOR MY CALL. * **** *** **** ********  THEY HAVE PULLED MONEY ($422.05) FROM MY BANK ACCOUNT WITHOUT MY AUTHORIZATION TWO YEARS AFTER MY STORE HAS BEEN DEACTIVATED. THEY HAVE BEEN GIVING ME EXCUSES AND THE RUN AROUND FOR ACCESSING MY ACCOUNT. I WANT A RESOLUTION. (MY MONEY RETURNED).

  

  Business Response

  Date: 25/06/2023

  Hello *******,

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

  Thank you,
  ****** 
  

  
  

• Initial Complaint

  Date:19/06/2023

  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.

  Shopify has been withholding payments for over six weeks while my account is under a "standard review". They have not asked for any additional information and it is unclear when, if at all, the company plans to release my funds. I do not sell high risk items. I sell flags and sign stands. Furthermore, I do not have a history of returns or charge backs. In fact, I have been using the Shopify platform for several years without issue. I have contacted Shopify "support" but they were unable to provide any information pertaining to the "review". The representative said it should take 3-4 business days for the funds to be released. That was a month ago. I would be more than happy to provide Shopify any information they require to resolve this issue but they have not contacted me. At all. It is absolutely soul crushing for a small business to operate without payment. The absence of communication is terrifying. How can my business move forward without payment? How many other small businesses are subjected to these "reviews"? How much interest is being earned on these frozen accounts? This business model would make Bernie Madoff proud. The $500 I am owed today could be someone else's $5000 tomorrow.

  

  Business Response

  Date: 19/06/2023

  Hello ******,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I can appreciate 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
  
  

• Initial Complaint

  Date:18/06/2023

  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 pressed deactivate store button and the next month, 42 dollars out of my account. Leave me alone. I can't afford this.

  

  Business Response

  Date: 20/06/2023

  Hello ********

  My name is ******, a Support Lead at Shopify. 

  Thank you for reaching out. I can assist you with this billing issue. As there is no email address or Shopify URL provided, I currently cannot conduct a further investigation. Please update your ****** ******** ****** account with an email address, and I will be able to pull up your Shopify store details and look into this further for you. 

  Thank you,

  ******

  Shopify Support Lead

   

• Initial Complaint

  Date:16/06/2023

  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.

  Someone opened an account with my email at Shopfiy. I did not set this account up, nor did I have any prior account with them. When I tried to contact them, I could only do so in a chat. I got "disconnected" twice and finally was able to stay online with a third representative. This rep assured me they sympathized and would handle the situation. HOURS, later (almost three) I was told that they could not close the account, and would refer the problem to the business department who would reach out via email. I asked repeatedly for someone to call me. I did not find this reasonable. I was not comfortable with this as I still do not have a resolution. To date, they still did not shut this fraudulent account down, and I will sit here simply waiting for action that I have very little confidence will happen.

  

  Business Response

  Date: 20/06/2023

  Hi *****,
  
  My name is ******, I'm a Support Lead here with Shopify. Thank you for taking the time to share your experience with us. The *** is a public platform and any account specifics need to be addressed directly with the complainant, however, we have no direct email address to contact you. In order to share any information/updates (and I fully appreaciate that you've outlined that you do not wish to be contacted by us in the future), I wil need you to share your direct email address here, and I'll be able to reach out to you.

  Kind regards,

  ****** | Support Lead

  
  

• Initial Complaint

  Date:14/06/2023

  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.

  Subject: Urgent Inquiry: Account Closure without Reason Dear Shopify Support Team, I hope this email finds you well. I am writing to express my deep concern regarding the unexpected closure of my account on your platform. As a loyal and long-term user of Shopify, I have been utilizing your services for my business operations for an extended period of time. It has come to my attention that my account was recently closed without any explanation or prior notification. This action has caused significant disruption to my business operations and has left me perplexed as to the reasons behind such a sudden decision. I have always adhered to Shopify's terms of service and paid all bills promptly. I kindly request your immediate attention and clarification on the matter. I believe there may have been a misunderstanding or an error in the account closure process. Therefore, I am hopeful that you will thoroughly investigate the situation and provide me with a detailed explanation for this action. I kindly request your assistance in swiftly resolving this matter and reinstating my account on your platform. I am more than willing to cooperate and provide any necessary information to facilitate the investigation process. Moreover, I am open to any suggestions or recommendations from your team to ensure the smooth continuation of our business partnership. I trust in Shopify's commitment to maintaining a fair and transparent platform for all users, and I am confident that you will address this issue with the utmost urgency and professionalism. Please treat this matter as a priority and provide me with a prompt response within [specify a reasonable timeframe]. I eagerly await your resolution and look forward to continuing our mutually beneficial business relationship. Thank you for your attention to this matter. Sincerely, ************************ *******

  

  Business Response

  Date: 21/06/2023

  Hi ******,

  My name is ******, I'm a Support Lead here with Shopify. I regret to hear of the issues involving the cloure of your store, however, I'm unable to discuss any account specifics here, given that the *** is a public platform.I have emailed you directly to authenticate you, and to continue the conversation. Once I've received a response from you, we'll be able to move things forward.

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

• Initial Complaint

  Date:14/06/2023

  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 have an online store an Shopify is holding my money for no reason.. I won a chargeback and they refuse to pay it out to me

  

  Business Response

  Date: 19/06/2023

  Hello ********, 

  
  My name is ******, a Support Lead at Shopify. 

  
  I have looked into your situation, and have further information and details to share with you. Due to the public nature of ****** ******** ****** complaints, I cannot disclose any private information. I will send you an email through our secure channels, and provide you with the information there. Please keep an eye out for that email, and thank you for your time. 
  

  Sincerely,
  ******
  Shopify Support Lead
  

  
  

• Initial Complaint

  Date:13/06/2023

  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 set up this account where they were supposed to follow through with orders. I had a family member order through my account and they took their money but never sent the items not my commission. They have ******* me out of money invested and in advertainment. I have still not received and support or calls/emails to rectify. Thery only ******* me and ran

  

  Business Response

  Date: 20/06/2023

  Hi ******,
  
  My name is ******, I'm a Support Lead here with Shopify. I regret to hear of the issues involving orders on your store, however, I'm unable to discuss any account specifics here, given that the *** is a public platform. 
  
  I have emailed you directly to authenticate you, and to continue the conversation. Once I've received a response from you, we'll be able to move things forward.
  
  Kind regards,

  ****** | Support Lead

  Customer Answer

  Date: 20/06/2023

  
  Complaint: 20181429
  
  I am rejecting this response because: They never sent me an email or response. It is a complete run around. Ask them to show any sort of proof that they are reaching out to me or sending an email, or refunded any of the money spent on the shop or products.  They have lied from the beginning and have not done one thing about it. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 04/07/2023

  Hi ******,
  
  ****** here again. ******, one of my colleagues has reached out to you on June 24, 2023 on ticket #******** with a detailed response, I informed you on that on June 25th with an ask to review the response and to respond directly on that ticket for any further clarifications.
  
  Kind regards,

  ******

  Customer Answer

  Date: 05/07/2023

  
  Complaint: 20181429
  
  I am rejecting this response because: He reached out to me, but turned it around like it was something I did wrong after I was in chat with their specialist (so called) many times. An entire month was wasted and they still had the nerve to charge me for services the following month.
  
  Sincerely,
  
  ****** ********
  Sincerely,
  

  

  Business Response

  Date: 11/07/2023

  Hi ******,
  
  Thank you for taking the time to review my response and share your thoughts further. The issue you've been experiencing is a third party issue, meaning that this matter needs to be address directly with the third party app.
  
  My colleague elaborated on that in detail in ticket #********.
  
  Kind regards,

  ******

• Initial Complaint

  Date:13/06/2023

  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.

  I had signed up for Shopify and paid for a template in March. I hired a person to help me set my Shopify account and they were directed to pay for a template which is the same template I paid for already $348. I had a discussion in their chat with a representative for 30 min and she assured that I would get a refund back as she sees the duplicate purchase of the same template. I only have 1 small business so I do not need two Shopify account with the same template. I was told today that they will not refund back the original $348 payment of the template and had closed that Shopify account. This is bad business practice. I paid for a template which now the account is closed!? I am asking for my money back from the original payment made in March 2023.

  

  Business Response

  Date: 23/06/2023

  Hi *****,
  
  My name is ******, I'm a Support Lead here with Shopify. I regret to hear of the issues involving the two $348.00USD charges, however, I'm unable to discuss any account specifics here, given that the BBB is a public platform. 
  
  I have emailed you directly to authenticate you, and to continue the conversation. Once I've received a response from you, we'll be able to move things forward.
  
  Kind regards,
  Zeljka | Support Lead
  
  

  Customer Answer

  Date: 30/06/2023

   
  Complaint: 20179130
  
  I am rejecting this response because: the resolution replied by Shopify is no refund because I had cancelled the subscription! The cancellation of the subscription was TOLD to me by their customer service support in order to process my refund ! This is not good business conduct!!
  
  ****************************************

  

  Business Response

  Date: 27/09/2023

  Hi, ***********
  
  This is ****** and I am a Support Lead at Shopify, I'm a colleague of ***** & ******'s.
  
  We just wanted to follow up and ensure you received the email sent to you on Sept. 9th. We feel that the actions we've taken here are a reasonable compromise, and trust that this resolves the issue for you. If you have any further questions around this, you can reply to us and reference ticket #********.
  
  Best,
  ************** | Support Lead 
   
  

  
  

• Initial Complaint

  Date:13/06/2023

  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 would like a refund for the subscription I HAVEN'T BEEN USING. My intention was to cancel it before it came out and that's my fault however THERE'S NO CUSTOMER SUPPORT IN EXISTENCE FOR ME TO EVEN DISCUSS IT WITH SHOPIFY WHICH MAKES ME WANT TO USE THIS COMPANY EVEN LESS. I would like the subscription billing for this month refunded promptly as I have NOT used it and do not plan to use it in the future. There's no reason I should have to come to the *** just get a refund. It's ridiculous.

  

  Business Response

  Date: 20/06/2023

  Hi *******, 
  My name is ****, I am a Support Lead here at Shopify. 
  
  I'd like to begin by outlining that we apologize you have not been able to access our support as you have desired, given the public nature of the *** portal I have sent you through a private email to request the account information we’ll need to refund the account. 
  

  I look forward to speaking with you and resolving this issue.

  **** | Shopify Support Lead

• Initial Complaint

  Date:08/06/2023

  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.

  4/1/23. Being being charge for an **** app for $39 on my second store ********************** after a month with me and **** both telling them that charge has been paid and should never be on my account. After getting several attempts to not be able to charge my card. They finally removed it and put right on to my first store *************************** Because I have two stores ended today with ***** after she flat out told me I can just pay the bill on *********************** MY BILL IS JUST NOT DUE FOR TODAY! Not able to comprehend that they didn't do nothing but removed the charge from one store to another because I own both. They have no customer service or supervision to talk to they claim always say via a ticket I had one called me wasn't two weeks ago. **** *************  The ticket from ********************** ticket from a **** ************************************************ as the specialist have the ability to open the stores!!! Both are frozen inactive for non payment which don't exist. **** TOLD THEM FOUR TIMES AS WELL HERES THE SCREENSHOT

  

  Business Response

  Date: 21/06/2023

  Hi, *******.
  This is ****** and I am a Support Lead here at Shopify.
  
  It sounds like you’ve run into some issues around app and subscription billing. I recognize the frustration you must be feeling and would like to help.
  
  Due to the public nature of the *** I am unable to discuss account specific details here. Please check the inbox for you at the email provided on this complaint; I’ve sent you a message with instructions on how to authenticate yourself as the store owner so I can look into this for you.
  
  Best,
  ****** * | Support Lead