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

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

• 

  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:28/12/2022

  Type:Delivery 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.

  Ordered an item via Shopify. The merchant name is **************************************  Item was received after the event and was broken. Never was able to use. Merchant emailed agreeing to issue full refund, however they have bo longer been responding to any coorespondance

  

  Business Response

  Date: 03/01/2023

  Hello ******,
  
  I understand the importance of receiving your product in good working order however, due to Shopify’s nature as a platform we cannot interfere with how stores operate or force refunds. For some context on this, Shopify is not a marketplace like ****** or *****, we are a software provider/platform that enables people to run an online store, and as such we cannot interfere with the day-to-day operations of any store, or force refunds.
   
  With this being said, we highly recommend that you continue to attempt to reach out to the retailer/store owner to inquire about why a replacement product or a refund has not been processed yet. 
   
  * By responding to the order confirmation email you received.
  * By going to their website to see if they have any alternate contact methods.
  * Reach out to them via any social media channels they may have (those can sometimes be more closely monitored than conventional contact means.)
  * Via the Shop app by tapping the Contact button in their Shop Profile if you are tracking the order there.
   
  I can see you’ve been in contact with Shopify Support and your complaint has been received and acknowledged. We will take a look into the stores’ activity and take action where appropriate. For legal and privacy reasons we will not be able to share the results of this investigation with you.
  
  Luckily, there are also processes in place with your credit card issuing bank or ****** if the order was placed via their online checkout for these situations for you to get your money back, most banks would require that you wait minimum 30 days past placing the order before initiating this process but your own bank can confirm this for you. I recommend speaking to your bank, credit card company, or ****** (depending on how you transacted your order) and notifying them of the transaction and the issue you are encountering. They should then be able to begin an investigation with the aim of retrieving your funds.
  
   
  I really appreciate you taking the time to get in-touch and I truly hope you'll be able to receive a working product or failing that, secure your funds via your chosen payment method.
  
  Kind Regards
  
  *** - Shopify Support Lead
  
  

• Initial Complaint

  Date:24/12/2022

  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.

  On today's date, 24 December 2022, I contacted Shopify and communicated with a Shopify (company) customer service representative (rep) via the site's chat feature. During the chat, I notified the company that my son created an online store using their service. I explained that my son is 17 years old, and according to the express Terms of Service located on the company's website, not legally entitled to open an online store via its site. I provided the rep with a link to my son's online store and explained that he opened the online store without my or my spouse's permission. (He also opened the online store without our knowledge.) After going back and forth with the rep and advising them that my son refused to close the store, that I do not have access to the store, nor did I have my son's Shopify store logon information, the rep stated that they couldn't take any action unless I provided them with the requested information. I advised the rep that because they and Shopify were on notice that my son opened the store in violation of the company's express terms, and that I wanted the store closed, I was no longer civilly liable if any of the store's customers suffered a loss as a result of Shopify's refusal to close the store. Within seconds the rep ended and deleted the chat. My spouse and I want my son's online store closed.

  

  Business Response

  Date: 03/01/2023

  Hello *******,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for taking the time to send this through to us. I can certainly understand how unsettling a situation such as this can be and I shall be reviewing everything to determine what has occurred. 
  
  The problem we have and which was explained to you on the chat, is that you are not authenticated for the store in question. This makes it very difficult for our Support teams as authentication is 100% required for them to view a store. 
  
  Our team is looking into this now and communications will be made with your son to confirm if they are of the correct age. If this proves to not be the case as you’ve advised then action will be taken. We appreciate you wanting this to be done immediately however we need to follow our legal process to ensure everything is reviewed and actioned correctly. Our timeframe for something like this is normally seven days. 
  
  We appreciate your patience as we work to get this resolved as quickly as possible.  
  
  Warm Regards
  
  *** - Shopify Support Lead
  
  
  

• Initial Complaint

  Date:22/12/2022

  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.

  About a month ago I started a store with Shopify excited to finally start my own business. It’s hard work, I invested quite a bit of time into it and even then still had a lot to learn about it. The worst part about it all is I never even got a chance to bring in wonderful customers to my shop or show it off. Highly disappointing, but I’m glad I could come to the ***… Shopify emailed me about a day or two ago informing me that my account was terminated and my shop will no longer be visible to the public (I myself can’t even access it. It’s been completely removed). I was told that it was terminated because of a verification/transaction I did not confirm and that my account posed a “high risk” and they could not further disclose more information as to why. The only thing I’ve done on my brand new shop is order a product to test out the quality and the shipping times. And I guess that messed with the “system” since a person was buying they’re own product. So as far as I’m concerned nothing sketchy was going on with my shop. I’m confused and frustrated but I know that everything will be okay in the end regardless, as with all obstacles we face in life. I would like to know more reasons and be able to open my Shopify store back eventually. I’ve included screenshots from ‘Shopify’ and from a customer service agent named Logan who helped me out with what info he could.

  

  Business Response

  Date: 11/01/2023

  Hi ** *., 

  My name is ********, I am an Operations Lead here at Shopify. 

  
  Thank you for sending this through to us, I have taken a look into your open tickets with our support and will be supporting you through this request. I can see that you are looking for assistance with your status on your account. Due to ***s being public in nature and the sensitive account information around this issue, I have sent you a private email through our support system in order for us to discuss a plan to resolve. 

  
  I look forward to hearing from you and moving forward with this request. 

  
  Sincerely, 

  
  ******** | Shopify Operations Lead
  

  
  

• Initial Complaint

  Date:21/12/2022

  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 dealing with the Shopify customer support team for 4 months, trying to cancel the subscription. Shopify continues to state "its the developer that keeps charging you". The developer has taken no responsibility and keeps stating "he doesn't see any charges on his side". I literally provided screenshots of my credit card transactions as proof. I had hoped for a legitimate cancellation process but now after 4 months of getting charged, I had to report the charges as fraud on my credit card so that the developer/shopify would stop stealing from me each month. This issue continues to go unresolved with now 3 total $89 charges to my credit card, without any hope of ever retrieving the $$ they kept charging me, post account closure. I highly recommend thinking twice before partnering with this company. 

  

  Business Response

  Date: 28/12/2022

  Hi *******,

  
  My name is ******** and I am a Support Lead here with Shopify. I recognise the reason for your frustration and I am here to guide you through the solution of your issue.
  Due to the public nature of ***, I am unable to discuss account-specific details here and for that reason, I sent a direct email to the email address you have provided for this review so we can discuss this further.

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

• Initial Complaint

  Date:21/12/2022

  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.

  Hi there ***, I hope you're doing well and have a good Christmas period. We're wanting to file a complaint against Shopify, as they have closed down our website without any given reason/notice and haven't even given us a chance to prove ourselves as not being a "risk" business. On 12/11/2022 our store was shutdown without any given reason/notice, we reached out to customer support regarding this issue, and they informed the billing/risk team about our concern as to why our website has been shut down we were informed by a risk team analyst named ***** that our store has been closed due to Shopify has established that they cannot support your store due to its level of risk. We were distraught and in pain seeing this because we have done everything we possibly can to make our business appear as professional as possible. We have registered our business as an LLC, we have certificates for resellers agreements in Wyoming, we have supplier agreements, our banking address/card is all under the same address as well, and we have listed all the correct policies/procedures on our website yet we have still be looked at as a risky business. With that being said, we paid for themes on Shopify, Shopify yearly plan, and Shopify Apps yearly subscriptions and we have invested a lot into our store in terms of custom coding, product uploading, and more importantly our time. We have tried to ask Shopify to re-evaluate their decision but they just say it's our final decision and we can't do anything about it which is absurd. Our last conversation has been asking them to refund for all the paid apps, plans, themes, and subscriptions we paid for however I have this gut feeling they won't. Thanks, *****.

  

  Business Response

  Date: 21/12/2022

  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
  

  
  

• Initial Complaint

  Date:20/12/2022

  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 purchased for $189 Dollars a Shopify theme 2-3 years ago but closed that store but opened up a new store this year. Shopify said I could transfer my purchased theme to the new site as long as I fully deleted from my other store and use same email address, so they assisted me along the way on Friday to transfer my purchased theme to my new store, however I would have to buy the theme again for my new store would have a license and they said they will refund me back immediately after I make the purchase for they can complete the transfer for the theme I rightfully bought and own to use for any 1 site as per Shopify theme rules. I notice in the store that the same theme is now $350 USD I told the support person and they said yes the costs have gone up but to still purchase and I’ll get a refund. That’s almost $200 USD more than I paid, I’d never pay over $300USD for a theme, I’m Canadian so that close to $450 dollars. So I pay for the theme, next day Shopify says they refund for my theme I feel relieved, this is week before Christmas however I continue reading and they say they can only refund cost I paid $189 USD 2 years ago and not the $350USD I just paid. And there you go, in not one instant did the support tell me I’d be losing $200USD this week on a theme I already bought! Because now it cost “more”, so there you go if you have themes you bought on Shopify and thought you can transfer good luck they will hit you with this. I am now issuing a dispute with my bank and showed them the transcript as this is nothing more than a partial refund and I’m entitled to the full refund. If I do t hear back before Christmas my bank will go through with dispute. I would like a full refund of $350 for the theme as I already paid $189 for it. OR I I’ll take my full $350 additional I paid Friday + (already refunded $189) and will delete the Empire theme from my store and use a free theme.

  

  Business Response

  Date: 20/12/2022

  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
  

  
  

• Initial Complaint

  Date:18/12/2022

  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.

  My Shopify Payouts have been frozen and this is due to verifying my business details. I have provided my business registration to Shopify about 3 times and have been told they do not match what they have on their system. I have contact support and they said this issue has to be escalated to Business Verification to change the company name on the payouts. I was informed today that there is no timeframe and no solution will be provided. This is an absolute joke for customer service. They have frozen payouts causing a cashflow issue for my business. I want the restrictions to be lifted and compensation for the stress this has caused us.

  

  Business Response

  Date: 18/12/2022

  Hello ****,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for taking the time to lodge your issue with the BBB. I can understand how frustrating a situation such as this can be and I shall be reviewing your store to determine what has occurred. 
  
  Due to the public nature of the BBB I am unable to discuss account specific details. I shall email you at the email provided on this complaint with some questions to authenticate yourself and the store and once this is answered I’ll be able to investigate. 
  
  Warm Regards
  
  *** - Shopify Support Lead
  
  
  

  Customer Answer

  Date: 19/12/2022

  
  Complaint: ********
  
  I am rejecting this response because: Shopify Payments is still on hold. 
  
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 20/12/2022

  Hi ****, 
  

  ****** here and I'm a Support Lead at Shopify.
  

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

  Warm regards,

  ****** | Shopify Support Lead

  
  

• Initial Complaint

  Date:17/12/2022

  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 recently changed my contact number and I made sure to change it in my shopify store , and when I logged out the 2 step verification still had my old number so it wouldn't allow me to get in my store. So I literally spent hours trying to contact them to let them know what is going on , and I finally found a way to reach them ,and I literally explained every detail and I did this at least 3 times and each time the person tells me that someone will contact me soon. It has been 3 full days that I can't get in my store and I let them know I just need for them to turn off the 2 step verification or send me the recover codes , but its clear that they are ignoring me for some reason. And they don't have any numbers to call . I completely understand not wanting to have extra employees for everything BUT if you accept someone's money for any reason that person is OWED a conversation if there is a problem. I hired people to work in my store and I am not communicating with them because they have access and I don't . There customer service is HORRIBLE at best . And they are still billing me even though they are aware that I am locked out of my own shop , and I never wanted to use that 2 sv anyway. They sent me an email saying I had to use it , now I can't get help fixing it

  

  Business Response

  Date: 17/12/2022

  Hello ********,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for taking the time to lodge this complaint with the BBB. As a merchant myself I certainly can feel the frustration at not being able to login to your own store and I shall be reviewing your store to determine what has occurred. 
  
  Due to the public nature of the BBB I am unable to discuss account specific details. I shall email you at the email address ( ********************* ) 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:15/12/2022

  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 was supposed to release our funds after 120 days after October 7 2022, and now its been December 15, 2022 without any updates or any way to get ahold of a real person to get solution resolved. Shopify owes us couple thousands of dollars which we would like back, after shutting down our website for "business has been identified as presenting an elevated level of risk" fake response they give you when they wanna steal money. So please release our funds!

  

  Business Response

  Date: 17/12/2022

  Hi *****,
  
  My name is ******, and I’m a Support Lead here with Shopify.

  
  Thank you for taking the time to lodge this complaint with the BBB. I regret to hear that you're experiencing issues with the funds, and I'd like to look into the matter in a closer manner.
  
  Due to the public nature of the BBB 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.
  
  Kind regards,

  ******| Support Lead
  
  

  
  

• Initial Complaint

  Date:13/12/2022

  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 have almost been a Shopify customer for almost a year now and everything has been great. until we hired someone to do our website and do a custom design and make it pretty. We have hired a programmer to do our website. we paid him over 1100 dollars for the design and editing and coding. He added the theme back in June it is not December we get a letter that he used an unlicensed theme after the fact we already paid him that money. and Shopify told me they were going to shut our website down if we didn't take the theme down, We didn't know he used an unlicensed theme it already has been up for 3 months now and he already got our money and left. Why doesn't Shopify verify themes automatically before they are added to the store? Now we paid someone to redo the site with a licensed theme and cost us more money because they wanted to check now to see if the theme was licensed 3 months down the road. We also removed all unlicensed themes and their legal center is not open so it going to be longer for us to get the store back up and running because regular customer support can't help us

  

  Business Response

  Date: 18/12/2022

  Hi *****,

  My name is ******** and I am a Support Lead here with Shopify. I recognise the reason for your frustration and I am here to guide you through the solution.
  Due to the public nature of ***, I am unable to discuss account-specific details here and for that reason, I sent a direct email to the email address you have provided for this review so we can discuss this further.

  Warm regards,

  ******** | Shopify Support Lead