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:19/02/2023

  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 been attempting to close my account on Shopify since 1/23. Customer "support" does NOT respond. Shopify has billed me again for the month of 2/23. All attempts to delete my account have failed. All attempts to delete the store have failed. I took a screen shot of the message: "There was a problem with your request, please try again." Exactly how many times do I need to attempt to delete this account while Shopify continues to take my money? I want the account deleted. I want my money returned. If ever there is a class action suit against Shopify, I want in.

  

  Business Response

  Date: 19/02/2023

  Hello *********,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for taking the time to send 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:19/02/2023

  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.

  Shopify sent ****** payments to a non existing ****** email even though i registered the correct ******. Then i have given my information 4 times to be paid out and I cannot get resolution. They do not have a phene number to call to get resolution.

  

  Business Response

  Date: 21/02/2023

  Hello *******, 
  

  My name is *****, and I am a Support Lead here with Shopify. I am sorry to read that you are having an issue with your ****** integration. 
  

  Due to the sensitive details we will need to discuss on your account and the public nature of the *** I have sent you a separate email that will let us work on a resolution securely for you. Please reply directly to that email and I will be able to look into the issue with you further. 
  

  Regards 
  *****.

  
  

• Initial Complaint

  Date:15/02/2023

  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.

  I've built my website on Shopify since 2017 and upgraded to Shopify Plus in 2021. It is far more common to receive wrong or incomplete answers from Shopify's support reps. When attempting to speak to one of their Merchant Success Managers, they refuse to get on the phone to help with more complex issues that their front line support is not qualified to handle. Currently having major issues with state sales tax and all Shopify Plus reps will is point me to ******* and point fingers away from themselves. They won't even listen to the issue. Shopify is incapable of reporting accurate sales tax data b/c they do not use the same formulas as *******. Shopify thus charges a percentage of every sale to calculate, collect, and report sales tax amounts they know to be incorrect! All I want from them is to have a conversation and just a little bit of guidance as to how to set up a process and procedure to file accurate sales tax to the states where we are registered.

  

  Business Response

  Date: 16/02/2023

  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: 16/02/2023

  
  Complaint: 19412705
  
  I am rejecting this response because: Today, I received an email from Shopify asking for the name of my Shopify store, which I quickly provided. Have not received a response from that response yet. I attempted to schedule a meeting with a Shopify Plus Merchant Success Manager (******* *********) yesterday and this morning he canceled the meeting again claiming my questions do not justify a verbal conversation. Instead we exchanged several emails and in each email I expressed my need for a call. Thus far, no call has occurred and Shopify continues to tell me my concerns and questions do not warrant a conversation. 
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 19/02/2023

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

• Initial Complaint

  Date:15/02/2023

  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 am writing because I recently opened a shopify account, which to my shock was closed after about a week. The reason for my account closure was a violation of terms of service. However, I never violated any terms of service. My shop literally only sold candles. Any transaction that was completed using my platform were completely valid and non-fraudulent but for some reason my shop was still closed. The problem arises because shopify has confiscated money that I diligently earned, refusing to transfer my remaining balance. They say that is due to any incurring charge back that may arrise. However all these charges are valid and can show proof of every transaction. There will be no charge back as all transactions were valid and I can in fact prove each and every one of them.

  

  Business Response

  Date: 16/02/2023

  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. 
  

  I noticed that you had filed a previous complaint which was addressed in ticket ******** by my colleague, ******. To avoid duplication of work, we’ll be sending a new follow up email under ticket ******** to discuss this in more detail. 
  

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

  
  

• Initial Complaint

  Date:15/02/2023

  Type:Billing 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.

  Due to continued problems with Shopify and the abysmally lousy 'support' which is nearly completely unhelpful in setting up a webpage, I have moved my unusuable webpage to "Pause and Rebuild" in the hopes I can get some assistance--. I understand now that I have read the litany of complaints against Shopify, that this treatment is typical--what this company is after is roping customers into paying one of their 'experts' to set up a webpage Now Shopify claims they have no record of my email address so I cannot even log in to my own damn webpage that was charged $29/--for the entire month of Feb 12-March 12. "Pause and Build" is where Shopify decides to rip me off further for $9/month and I cannot even log in. I truly hate this company. **** *******

  

  Business Response

  Date: 16/02/2023

  Hi, ****.
  
  
  This is ****** and I am a Support Lead here at Shopify.
  
  Due to the public nature of the ***, I'm not able to access your store or discuss store-specific details with you at this time. I'd like to look into this for you and help, but to do that, we'll need to first verify you as the store owner. Please watch your email inbox for an email from me with further instructions. Once we've verified we're working with authorized store personnel, we can move to next steps.
  
  ****** * | Support Lead

  Customer Answer

  Date: 16/02/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19408895, and find that this resolution MAY end up being satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:14/02/2023

  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.

  ****** ******** remained unanswered for weeks and then closed by the agent, ****. My valid concern regarding what triggered a payments method change email still remains unanswered and continues to be answered by the team with irrelevant responses. I'd like Shopify to (1) review the conduct of this agent, not replying despite multiple follow-ups and then closing my ticket and (2) to actually understand and answer my concern. No one has been capable of understanding the concern and I have been more than clear with multiple agents.

  

  Business Response

  Date: 23/02/2023

  Hi *********,

  
  My name is **** and I am a Team 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: 23/02/2023

  
  Complaint: 19407021
  
  I am rejecting this response because:

  I've responded to their message and it fails to address why an email I received would be considered sensitive information - it's a default response to state that they only want to speak to the account owner, and it seems they clearly don't understand the full issue. They also asked for detail already provided in the referenced chat. Lastly, they stated that they would take action with the representative I am reporting if their behavior is "deemed unnecessary". I really would like to know how it's right or professional for a representative not to respond to a case for almost a month and then close it, resulting in this ***, and how it's even correct to state that it would require review. I would really like Shopify to address this issue and take responsibility and acknowledge the clear mishandling of this case.
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 01/03/2023

  
  
  Hi *********,
  
  
  ******** here from Shopify.
  For safety reasons we can only share sensitive information with the Account Owner. As you have a Staff Member Account, our access is limited, so we are interacting with you based on your Store permissions.
  
  
  In regards to the conduct of our Agent, we are currently reviewing their behavior and we will take the appropriate action internally. Shopify has a default to privacy policy so the result of this investigation and further actions won’t be shared externally.
  
  
  A full response was sent to your Staff Account email, with all relevant details. Please keep an eye on your email box so we can close the case.
  
  
  Kindest regards
  ******** | Shopify Team Lead |
  
  

  Customer Answer

  Date: 01/03/2023

  
  Complaint: 19407021
  
  I am rejecting this response because:

  As I've mentioned several times, this entire issue is based on staff permissions, so account ownership does not matter. Shopify continues to get hung up on this point. Account ownership has nothing to do with this.

  Shopify has gotten back to me and have stated that I did have permissions to update payment methods. I did not see this on my account and have asked them for proof and am waiting to hear back. I was not granted this access yet they are saying I was, so something is not adding up and proof is required.

  Regarding the agent's behavior, Shopify will internalize complaints and likely not take my complaint seriously. The agent's behavior is obviously inappropriate and had a very vague and unhelpful response regarding the same. I am not interested in the action you are taking against the agent, nor is anyone. I'm interested in Shopify taking responsibility for unprofessional and time consuming behaviors of their own staff.
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 07/03/2023

  Hi *********,

  As the store is closed, the Account Owner is the only one authorized to request information about the store and its data. If the store was open, you would be able to access and confirm it for yourself, by using your Staff Account based on your permissions.

  
  With regards to the images shared on the chat, I can  confirm that  they are blurred once the chat interaction closes out, and for safety reasons. This is a requirement in any interaction within our support for General Data Protection Regulation (GDPR) reasons. The whole concept of GDPR is to protect any personally identifiable information. Sending an email screenshot or names on a chat can be personally identifiable and traced back to the person so these must be blurred as per the law.

  
  As you have been provided with all the information requested, and there is nothing further to add, we are now considering this matter to be closed.

  
  Kindest regards,
  ******** | Shopify Team Lead | 
  

  
  

  Customer Answer

  Date: 07/03/2023

  
  Complaint: 19407021
  
  I am rejecting this response because:

  I have already reviewed my settings when the store was open and I have no access to change payment settings, this is why I originally reached out and needed Shopify to provide proof of the same. The email was either sent out in error and needs to be confirmed by Shopify or I do have access to change payment settings when I have not been granted access - this is another issue. This is why I need Shopify to provide proof so we can resolve this bug. These are my settings as staff, it was an email directed to me as staff, and I am the one who supposedly changed payment settings as staff - none of this has to do with the account owner. The fact that the store is closed does not block Shopify from seeing my settings as you were clearly (and quickly!) able to say that I changed payment settings when I do not have permissions. Again, please indicate where it is shown that I have payment settings enabled as it is not under my user under /admin/settings/account.

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

• Initial Complaint

  Date:13/02/2023

  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 closed my Shopify shop over 10 months ago however, they are keeping it open for some reason. I am still able to log in and see the shop is "deactivated" however, I have been asking that they delete my profile and remove all of my informaiotn which they refuse to do. I noticed that someone in another state was logged into my account. I explained that this is a security concern, I need my personal information deleted. They told me to complete a form and sign off that I am requesting the account be permanently deleted. I did this on Feb. 7, however, I go back in and now they simply have my account locked. I have followed all of their steps to delete my profile but they seem to hold my information hostage and refuse to delete my personal information from their platform. Again, I have followed these steps provided by ***** *. at Shopify Support: Cliff here from Shopify support to assist you with your information deletion questions today. Normally we keep your information for 2 years after you close your accounts for legal and tax purposes, just in case you may need information that you have in your accounts or on the chance that you may want to reopen your stores - all you need to do is pick a plan and all your hard work is waiting for you. However, I can completely understand the desire to remove all of your information. You can request that all of your data be purged by clicking on this link to our Privacy Portal and: Click on Erase My Data. Under I am a Shopify Merchant, Partner, and/or Compass User, select either Continue with my Shopify Account or I do not have access to my Shopify account. If you are logged in, ensure that all information shown is correct. If you are unable to log in, please provide your name and email address in the boxes provided. Check your inbox to verify your email address. Once your email address has been verified, sign the affidavit and a member of our team will process your request as soon as possible.

  

  Business Response

  Date: 14/02/2023

  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: 20/02/2023

  
  Complaint: 19398285
  
  I am rejecting this response because: they are still refusing to delete my account and profile with my personal information. They keep saying they will delete the store. The store is already closed. I am asking very clearly for them to delete my profile account which has been hacked since being open on their platform
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 21/02/2023

  Hi *****,
  
  As we've been discussing this in ticket *********, please respond to it with any further questions and I'll be happy to continue to support you here going forward.
  
  Warm Regards
  **** | Shopify, Senior Support Lead
  

• Initial Complaint

  Date:10/02/2023

  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.

  I am writing because I recently opened a shopify store. The store was closed for reasons unbeknownst to me, which seems to be the case with a lot of shopify stores. However, when the store was closed, I had a remaining balance of 386$. Orders were fulfilled so balance needs to be paid out to me immediately. ** ****** ******* ** ****************************

  

  Business Response

  Date: 14/02/2023

  Hi, *****.
  
  This is ****** and I am a Support Lead here at Shopify.
  
  Due to the public nature of the ***, I'm not able to access your store or discuss store-specific details with you at this time. I'd like to look into this for you and help, but to do that, we'll need to first verify you as the store owner. Please watch your email inbox for an email from me with further instructions. Once we've verified we're working with authorized store personnel, we can move to next steps.
  
  If you have any further questions on this, feel free to reply to this email. For other questions, our general support is available 24/7 via email, phone and chat.
  ****** * * ******* **** * ******** ****************************************************** 

• Initial Complaint

  Date:09/02/2023

  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.

  Shopify terminated my website without notice or reasoning and are withholding $10,000 without any update or whereabouts of where it is. Have contacted various reps and have been told to reply to the email i received. I’ve replied to said email for 12 days straight with no response for the company. Where is the money of mine and my customers?

  

  Business Response

  Date: 12/02/2023

  Hello *****,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for taking the time to send 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:09/02/2023

  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.

  I make and sell dolls for a living using my own website through Shopify. I had someone purchase a doll using shop pay installments 2 weeks ago and still have not received my money! I have spoken to several people at Shopify who try to blame my bank that has never changed or then try to blame a glitch! Every time they say my money will go into the bank and to wait 5 days, after that 5 dayside waiting I’m told it failed again! I’m now waiting another 5 days for the third time! My bank account has never changed and I have spoken to my bank several times. They never had any money coming through, nothing pending at all so I know this is not my banks fault! The other night I was told cancelling my website now wouldn’t be a good idea as far as getting my money ever! I got a message on the payouts section stating until this issue is fixed with my bank all funds will be withheld! Again this is not an issue with my bank!!! Also how am I supposed to sell anything on my website while they now hold all my funds? Am I supposed to ship items for free hoping Shopify will one day give me my money!? It’s horrible customer service and no one is helping me or can give me a straight answer! At least give me MY money! I was told this is a glitch and an issue with the bank Shopify uses from one of the employees so stop blaming my bank now and holding my funds!

  

  Business Response

  Date: 11/02/2023

  Hello ******,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for taking the time to send this complaint through to us. I can understand how aggravating 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