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

• 

  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

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:20/03/2023

  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.

  We continue to have issues with Shopify Shipping. This is the third time we've had a problem. The other two I got so frustrated with that I just gave up and lost my money. But this most recent one has put me over the top. We shipped a package to a customer using their website in November 2022 - it cost $78.01. On March 17, 2023 - we got a charge for $80.61 and it said it was an adjustment from *** - because we entered the box dimensions wrong - resulting in a higher rate. We provided an exact picture of the box that was sent in November which shows the dimensions on the side. The virtual agent kept saying they couldn't see the image and kept sending scripted copy about what the fee was and why we got it. The agent kept talking in circles around our question and kept claiming they couldn't see things on their end. The online chat lasted almost 3 hours .... just talking in circles. I let the last two issues go (they are old now) but I am not letting this new one go. This company needs to be held accountable for actually talking to customers and getting things resolved ... not hiding behind a virtual agent platform and making us get so frustrated that we just give in and let them walk on us.

  

  Business Response

  Date: 28/03/2023

  Hello *****,
  
  ***** here, a lead from the Shopify Operations team.
  
  Thank you for reaching out regarding your concerns with these shipping charges. The carrier may create a label price adjustment if there was a discrepancy with the label purchased, compared to the package type, weight, or size. We can assist with the dispute process, if you believe the adjustment was incorrect. I can look further into your specific concerns, I will send you a followup email through our secure channels so that we can discuss your account needs in further detail.
  
  Thank you,
  
  ***** 
   

• Initial Complaint

  Date:19/03/2023

  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 trying to cancel my Shopify store. I’ve contacted Shopify and they won’t let me cancel my store. They keep trying to bill me over and over and over repeatedly to renew my store for another year and I don’t wanna renew for another year I just want to cancel the store and they tell me that the only way to cancel is to give them the money for a year and then they’ll let me cancel the store, it’s ridiculous. I just keep getting a runaround. I found no way to call somebody house they have is I don’t even know if it’s a real person or a bot that I am talking to. Why is it so hard to cancel a subscription? They refuse to let me cancel until I pay them for another year. I don’t even know what to do. I don’t have the money I just want to cancel.

  

  Business Response

  Date: 19/03/2023

  Hi ****, 
  
  My name is ****, I'm a Senior Lead here with Shopify. I understand you are reaching out in regards to your  Shopify store, as you are unable to access your account, but would like to close the store. 
  
  Due to the public nature of the *** 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:15/03/2023

  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 filed a dispute in January for overpayment and my credit card issued a credit while it investigated. It was determined that I was liable for the charge, and the credit card PAID **** ********** ON 3/6/2023! I have been HOUNDED by **** ********** for payment, but PAYMENT HAS BEEN MADE!!! I was told by ****** that they don't process chargebacks, that they don't have my money and that I have to log into my accounts to PAY! THEY HAVE BEEN PAID- CREDIT CARD SPENT OVER 2 HOURS VERIFYING THIS WITH ME!! CLOSE MY ACCONUT NOW AS I HAVE PAID AND WILL NOT PAY A DIME MORE!

  

  Business Response

  Date: 19/03/2023

  Hi *****, 
  

  I am *****, a Support Lead here with Shopify. I regret to hear that your experience with Shop Pay instalments has not been what you expected. 
  

  Due to the public nature of the ****** ******** ****** and the sensitive information we will be discussing I have sent you a separate email to the address you have provided. Please respond to that email and I will investigate for you as best I can. 
  

  Regards 
  

  *****
  

  
  

  Customer Answer

  Date: 19/03/2023

  
  Complaint: 19601502
  
  I am rejecting this response because:  Business trying to go outside of *** so complaint info not listed here!  MY ISSUE STILL EXISTS, YOUY HAVE BEEN PAID AND WILLNOT GETA DIME MORE!!!  I WANT MY ACCOUNT CLOSED NOW WHICH YOU REFUSE TO DO!!!!!!!!!!!!!!!!
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 22/03/2023

  Hi *****, 
  

  We responded to you outside of the *** to discuss sensitive information about your account. If that was publicly available here it could lead to a breach in your account. Now that we have received the information needed we are working with ******, the banking partner in this case, to get a resolution to your issue. You will see any responses from ****** on ticket ID - ********. You can respond directly to that ticket at any point, and we will reach out to you on the same ticket when we have a resolution for you. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 22/03/2023

  Complaint: 19601502
  
  I am rejecting this response because:

  LIARS AND THIEVES!!!  MY ACCOUNT WAS NEVER ESCALATED PER ****** AND I HAVE BEEN CALLING DAILY!!!! WORKING ON COURT PAPERWORK AS A CASE WILL BE FORTHVCOMING!

  I OWE NOTHING!!!  SAYING YOU ARE "HELPING" IS JUST A BUNCH OF LIES AS I HAVE BEEN HARASSED FOR MONEY AND YOU HAVE BEEN PAID!  AND ****** HAS NO RECORD OF ANY ESCALATIONS SO SAYING YOU TALKED TO THEN IS A BLATANT LIE!

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

  

  Business Response

  Date: 26/03/2023

  Hello *****, 
  

  I am sorry you feel that our help with this is not enough. You can see the ****** Support on ticket ******** that ***** is working on. You received that ticket too so that you can see any replies from ****** which we have not received yet. We must take this route as ****** are the Payment Processors in this instance and your account details and information is only accessible by them. We have updated you on this and have also reached out to ****** again to gain a response for you. We will continue to work on this and update you on both ticket numbers ******** and ******** so that the process is as transparent as possible for you. 
  

  Regards 
  *****
  

  
  

  Customer Answer

  Date: 27/03/2023

  
  Complaint: 19601502
  
  I am rejecting this response because:  I CONTINUE TO CALL ****** AND THEY HAVE NO RECORD OF THAT TICKET WHATSOEVER!!! AND EVERY TIME I ASK IF ITS BEEN ESCALATED AND THEY HAVE NO IDEA WHAT IM TALKING ABOUT! PLUS YOU SKIRTED THE *** BY NOT POSTING HERE!

  A LAWSUIT WIL LBE FILED AS YOUR BUSINESS LIES, IS A THIEF, STEALS, AND IS COMPLETELY INCOMPETENT!
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:12/03/2023

  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.

  Communists are preventing me from making a sale

  

  Business Response

  Date: 14/03/2023

  Hello *****, 
  

  I am *****, a Support Lead here with Shopify. I regret to hear that you feel you are being hindered in generating sales. At Shopify this is not what we want for our Merchants. As part of our journey we will need to discuss sensitive information about your account. Due to the public nature of the ****** ******** ****** I have sent you a direct email so I can continue to work with you securely. If you reply to my email from the account owner email address we have on file for you, I will work with you on a resolution. 
  

  Regards
  *****
  
  
  

• Initial Complaint

  Date:09/03/2023

  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.

  On Monday, March 6, we were kicked out of our shopify account. When we tried to log in, it tells us that the account had been locked for suspicious activity. It tells us a 10 digit code has been emailed to us. However, we don't receive the email. We try again and again and look in all spam and junk folders and it is not there. Since there is no phone number, we have "chatted" with numerous people who have told us it has been "escalated." It has now been 4 days and it is still just escalated. They are telling us to wait. The problem is, we still have orders coming in with a 1-3 day turnaround time. We have no way to reach out to our customers to tell them of the problem, because their contact information is all in the backend of the website, which we cannot access. The fact that it is taking this long to get help is crazy. They cannot give us a timeframe of when it is fixed...days, weeks, months??? They don't know. This isn't their department. They are waiting for the escalation team. Meanwhile, my business is taking the fall because I can't reach customers and tell them of the problems. At this point, I have no idea when they will contact me and will be able to get back into the website that we have spend years building. The chat team just tells me to wait and appreciates the patience. It is condescending and shocking that I cannot speak to someone who can actually do something to help. It is bad business.

  

  Business Response

  Date: 17/03/2023

  Hi, ******.
  
  This is ****** and I am a Support Lead here at Shopify.
  I’m happy to look into this for you, but with the *** being a public forum, I can’t discuss any store-specific details here. I’ve sent an email to the address listed here with instructions on how to verify yourself as authorized store staff so I can take a closer look at your store and your inquiry. Please reply to me there, and we’ll see what we can do to help.
  
  Best,
  ****** * | Support Lead | [Shopify Support]********************************************** 
  
  

• Initial Complaint

  Date:01/03/2023

  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 can't access my account. It doesn't send texts for the 2 step verification. Repeated attempts to get help from Shopify are unanswered. I have not been contacted by any of the reps they promised to help. I've talked to them for a total of 15 times and contacted them on social media. I've had no answers and no access to my account, and I have orders waiting, for which this is ruining my business.

  

  Business Response

  Date: 02/03/2023

  Hi *****,

  
  My name is **** and I am a Support Lead here with Shopify. I appreciate your time to lodge this complaint with ***. I recognise the reason for your frustration and I am here to assist you.
  Due to the public nature of *** 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 on this review so we can discuss this further.

  Warm regards, 

  
  **** | Shopify Support Lead.
  

  
  

  Customer Answer

  Date: 09/03/2023

  ****** ******** *******

  After submitting a complaint to the ****** ******** ******, Shopify moved fast to resolve this issue. For the 3 days prior when I had no access to my account or sensitive information, they took zero action to help resolve the simple matter of changing a phone number so I could have access to my account. The poor customer service and data security response saddens me with Shopify. Every other function of the vendor website does work.
  
  I have reviewed the response made by the business in reference to complaint ID 19517169, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:27/02/2023

  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.

  1/28/2023: I created a trial account for the promo of $1/month for 3 months. 1/31/2023 at 4am ET: I was charged $348 dollars for the yearly subscription. 1/31/2023 upon noticing the charge 10am: I canceled the subscription and noticed Shopify of the billing error. They still have yet to release my money back to me and have claimed that I must've made the mistake of choosing a different plan. They're blaming me for their billing mistake. They did not provide a cancellation receipt and I have disputed the charge with my bank. Horrible customer service. They will drag your refund out and try to win the dispute.

  

  Business Response

  Date: 01/03/2023

  Hello *******,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for taking the time to lodge this complaint through to us. I can understand how unsettling 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:24/02/2023

  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.

  I'm a (very) small business owner. In order to increase revenue, I signed up the the free 3-day trial to expand my brick and mortar business by adding a shopify store. After spending the three days adding all my inventory, creating collections, setting up shipping weights, pricing, etc. I was charged for one year subscription (which is what I agreed to). Then, after working on updating the "Home" page, business email address for customers and business phone number for customers, my page disappeared. I spent four hours trying to get support through shopify's 24/7 support with no help. It seems after paying, my store has disappeared altogether. I cannot even log-in to get any other help from shopify. I have already discussing the situation with my credit card company. My credit card company has assured me that we will dispute the charge.

  

  Business Response

  Date: 24/02/2023

  Hi *******,
  

  My name is ****** and I’m a Support Lead here at Shopify.
  

  Thank you for taking the time to lodge this complaint with the ***. I’m sorry we were not able to resolve your issues within our normal Support channels and I will look into how we can improve for future conversations. 
  

  Due to the public nature of the *** I am unable to discuss account specific details here. I will email you directly to the address you have provided on this review so we can discuss this in more detail.
  
  Warm regards, 
  ****** | Shopify Support Lead
  

  
  

  Customer Answer

  Date: 27/02/2023

  
  Complaint: 19492551
  
  I am rejecting this response because:  The company did not respond with an agreement for a refund.  I am still waiting on a response from them to my communication with them.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 27/02/2023

  Hi *******, 
  

  As we have been communicating with each other through email, I’d like us to continue discussing there due to the public nature of ***. Please check our email thread (********) for my most recent response. 
  

  Warm regards, 
  ****** | Shopify Support Lead
  

  
  

  Customer Answer

  Date: 28/02/2023

  
  Complaint: 19492551
  
  I am rejecting this response because: I will not accept a "credit" for a service that I will not be using.  I will accept a full refund only.  Thank you kindly.

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

• Initial Complaint

  Date:22/02/2023

  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 know my husband **** had filed a complaint however I **** have not received my refund we placed three orders to test the store **** had created in August it was a mess it kept taking money out of our accounts putting it back finally after months andonths of being ignored by Shopify we finally figured out the process via ** ************ and we cancelled those purchases and refunded them however Shopify continues to be the worthless company they are they kept trying to charge us had our store down for months they created the wrong url ********* **** instead of our brand ************** the emails and store names got all screwed up til this day it shows as ********* **** instead of ************** I told **** to pull out of Shopify and sue them for all the neglect and paid they created however he wants to keep going on it upsets me to the core how awful Shopify is All I want is all three refunds to the same debit card they used last time to withdraw after he had cancelled and refunded his own order. Full refunds stop stealing our money with a written apology to me from their president

  

  Business Response

  Date: 27/02/2023

  Hello ****,
  
  
  My name is **** and I’m a Senior Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I can understand how frustrating a situation such as this can be and I shall be reviewing your store to further assist you.
  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, Senior Support Lead
  

  Customer Answer

  Date: 27/02/2023

  
  Complaint: 19448125
  
  I am rejecting this response because: I am more upset that they never resolved **** ********* complaint they ignored it and now they are reaching out to his husband to supposedly try to resolve this complaint I will respond from our joint emails 
  
  Sincerely,
  
  **** And **** ***** *********

  

  Business Response

  Date: 28/02/2023

  Hi ****,
  
  I have followed up by email again and can provide further updates for you there once we have completed investigating from our end.
  
  Warm Regards
  **** | Shopify, Senior Support Lead
  

• Initial Complaint

  Date:21/02/2023

  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.

  ****** *** ************************************ Email received: Mon 2/6/2023 9:35 AM We are reaching out to verify some details about your business and transaction activity. In order to continue supporting your business on Shopify, we require some additional information. At this time your Shopify Payments payouts have been temporarily paused. Email received: Tue 2/7/2023 9:43 AM Hello, Thanks for uploading the requested document. We’ve received it and are reviewing it right now. We’ll be in touch if we need any more information and will respond to you as soon as possible. As always, thanks for choosing Shopify! – The Shopify Team Email received: Mon 2/13/2023 11:36 PM Hello, Thanks very much for keeping in touch. You will have received an email requesting one final piece so that we can complete our standard review of your account. Thanks very much for your patience in this matter. Regards, **** **** *******  Email received: Wed 2/15/2023 12:29 AM Hello, Thank you for providing the requested documents. We have reviewed your submission and nothing further is required at this time. We have re-enabled payouts on your Shopify Payments account. Any pending payouts should be transferred to the bank account on file in 2-3 business days. If you have any questions about this request, please reply directly to this email. Thank you, Shopify Trust & Safety Team After 2-3 business days and no pending payouts were sent to my bank account, I reached out again. Email Received: Sat 2/18/2023 2:41 AM Hello, Thanks for reaching out again. Your account has been forwarded for additional review with regards to the Shopify Payments account and Acceptable Use Policy. Somebody will be reaching out to your shortly. Thank you, Shopify Trust & Safety Team I followed up via email on Mon, 2/20/2023, at 11:11 AM and have not received a response. I had provided the requested documents and was told by an employee that nothing further was required, yet again, my payouts are on hold.

  

  Business Response

  Date: 24/02/2023

  Hi ****,
  
  My name is ******, I'm a Support Lead here with Shopify.
  
  I regret to hear of the issues you've been exeriencing. Due to the public nature of the ***, I'm unable to discuss any account specifics here, and for that reason, I reached out to you in a separate email on the email address provided in this complaint.
  
  Kind regards,

  ****** | Support Lead