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:13/12/2022

  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.

  Hello my name is ***** and I decided to use Shopify services around 6 months ago to establish my online store. At that time I didn't know much about the setting up of an online store. So I had between 10-15 people assist me with the setting up of my store viewing items and pricing and all. This was to ensure everything was done absolutely correct. So about 6 days ago I contacted Shopify as usual if I have a problem and I was told the issue of my customers not being able to use ***** *** had to be escalated. That's because the representatives tried trouble shooting the issue for about 2 days and it couldn't be fixed. At that time I was told it would be resolved and to just give them time to Look into it. However within 24 hours my store account was suspended asking me to turn in a reseller license and receipts for items being purchased. Of course I asked why and told them this information was submitted before my store was fully opened. However I submitted the items because I couldn't get any orders at that point my account was just suspended with out any warning. So I called Shopify back a day later to Ask what was going on. I was assured everything was fine and once my documents had been reviewed the suspension would be lift. Mean while all of the reps I didn't get a chance to speak told me they had no idea what was going on and that a lot of account had been flagged recently. So I waited one more day which puts us at day for to get an email saying what I turned in wasn't sufficient enough. Also that the items I had on my site were not allowed to be sold. So i immediately requested for a supervisor to call me back because I wanted to know what was going on. After efforts of emailing and calling a supervisor had yet to call me back. I have taken down all items the rep said may be causing the issue which is 95 percent of my items. Only for to wait and today have my store closed on me with no Warning no phone call or anything. I want a full refund that is unethical

  

  Business Response

  Date: 13/12/2022

  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:12/12/2022

  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.

  I had discovered that Shopify was overbilling my accounts from Aps that were uninstalled from Pro level monthly charges or trial to be downgraded to basic plans. Once I discovered the discrepancies I alerted their billing support who assisted in seeking refunds to those over charges. We received refunds, but what ultimately happened was the Shopify Group Risk started to harrass and threaten why I went to my bank credit card company to have these charges disputed. The charges that were disputed where the over charges on the billing statements and reversals that should have applied to my card and account. Shopify did rectify the charges but Group Risk, wanted nothing to hear about it and stated I owed them monies???? So its okay for their apps and billing departments not to refund a customer nor a customer not to challenge the over charges and when you do, you get screwed harrassed by Group Risk that you owe monies. Well today they shut down my store and the only way to fix it is to pay back the overcharges and I refuse to be held for ransom. I have paid for domain names, I have paid over 5k for my website and Apple app and Android App for my business, I have monies that havent been deposited into my account in Finance here that you have kept so that you can hold me ransom. I will be seeking the assistance of Legal Attorneys - Wade I hope your reading this because you have not read your own Billing supports emails, you asked to have my accounts with the bank close disputes and I was refunded correctly as witnessed and discovered by your billing team. I am livid that such a company exists if I had known that I would have to endure "double dipping from your apps and also yourselves" i would never have transferred my account to Shopify. People take this as a warning this company is ruthless and will not listen to a shopowner even if you have evidence. Now to take this up legally.

  

  Business Response

  Date: 15/12/2022

  Hi *****, 
  

  I am *****, a Support Lead here with Shopify. I regret to hear of your recent support experience. I am going to look more into this for you. To do that I will be needing to discuss sensitive information about your account and due to the public nature of the ****** ******** ****** I have sent you a separate email to the account owner email on file. Please reply to that email directly and we will continue to work on a resolution.
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 15/12/2022

  
  ****** ******** ******:
  
  I have reviewed the response made by the business in reference to complaint ID 18564856, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:12/12/2022

  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.

  No way to stop a withdraw from Shopify. My store is inactive they won't let me log in to do anything, but continue to take money from my account, no phone number to call, chat line is only to lure people to open an account, once account is open no phone support no online chat support, no email to contact. No way to cancel and stop a payment. Criminals Note the same generic response to all complaints? Should not count as a respone they don't even read the complaint and *** shouldn't give them 100% response rate. Should be 0% response rate.

  

  Business Response

  Date: 12/12/2022

  Hello *******,

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

  
  I understand that you are having issues closing your account, and have had issues reaching our Live Support. I can assist you with closing your account and dealing with these invoices. I will send you a private email so we can continue support through our authenticated channels. 

  
  For future reference, please note that our Live Support is available 24/7 via chat and phone at this link: *****************************************. 
  Please keep an eye out for my email, and I look forward to working together. 

  
  Thank you,
  ****** 
  Shopify Support
  

  
  

• Initial Complaint

  Date:07/12/2022

  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 recently opened a store and had it up for about 2-3 weeks or more maybe.Shopify terminated my store a few days ago i emailed customer support and responded back to their email i would like to know WHY my store was terminated when it doesn’t go against the AUP at all !! Beanies ,Jewelry & hats do not go against your policy

  

  Business Response

  Date: 07/12/2022

  Hello *****,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for taking the time to raise your concerns with us. This is certainly a frustrating situation to be in 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 address provided on this complaint: [email protected] 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:07/12/2022

  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.

  Dear *** I need your help I gave up on Shopify they are complete idiots I lost my cell *** *** **** by T Mobile a re who assigned my cell phone to a new customer and I can't get it back i tried to log into my ****************** store and I can't get passed the two step verification as they send a text to 6470 instead of *** *** **** my new cell phone number I've done the chat thing with them its like talking to walls That is all I need my phone to be updated

  

  Business Response

  Date: 08/12/2022

  Hello,

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

  
  I appreciate your time, and the feedback you have shared regarding your experience. When two-step authentication is enabled on a Shopify account, we generate 10 recovery codes for you (details here: ***********************. If you have access to the recovery codes, you can use them instead of the 6-digit code generated to log in. Once logged in, you can disable two-step authentication (details here: **********************), and then re-enable it with your updated contact information to prevent this issue from recurring. 

  
  If you do not have access to those recovery codes, I can work with you to manually authenticate you on the account in question, to proceed with removing the security feature. 

  
  Due to *** Complaints being public, and that this issue involves sensitive and private account information, I have sent you a private email through our support system to discuss the situation further. I am happy to help you there, and continue our work together.

  
  I look forward to speaking with you, 
  Robert | Shopify Support
  

  
  

• Initial Complaint

  Date:06/12/2022

  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 am being charged on my credit card $9/month. I do not nor never have had an account with shopify. There is no option for me to contact any customer service and I want these charges to stop.

  

  Business Response

  Date: 10/12/2022

  Hi *****,
  
  My name is ******** and I am an Operations Lead here with Shopify. I appreciate your time and effort to reach out to us.
  I recognize your frustration and I am happy to assist you from now on. For privacy purposes, due to the public nature of *** complaints, I cannot go into detail pertaining to the specifics of this case here. I have sent an email to ************************, with further information regarding your concerns. Please keep an eye out for that email. 
  
  Kindest regards,
  
  ********
  Shopify Operations Lead

• Initial Complaint

  Date:06/12/2022

  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.

  Hi, i opened up a Shopify account for e-commerce and was in the process of hiring someone from Shopify experts to add all of my items to my shop. In the process, I had a customer want to purchase a couple items. They were decent chunks of change . Totaling around $7,000 . One of the customers advised I possibly run the charge through manually because he was not receiving my invoices I was sending . So I did that. Couple days went by and I was supposed to be paid out on the 18th of November. So once i received that notification I went ahead and shipped my items on the 17th because I figured since I’ve gotten a for sure date I’ll get paid. Well, about 6 hours prior of them paying me, I get an email saying my account is terminated. The risk team says because of high risk items , well why weren’t the items high risk until a balance was accrued in the account. They knew the items i was selling. They are trying to hold my money until march of 2023 when the buyers already received my items and he has not been responding so I feel like he is going to scam me on the buyers side by basically filing a chargeback with his bank and also keeping my items because Shopify surely isn’t going to make the persons return the items. I want my balance paid to me like it was suppose to before you guys wrongfully terminated my account.

  

  Business Response

  Date: 07/12/2022

  Hello ****, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear your Shopify Journey has not been as smooth as we would have hoped. 
  

  Security is paramount at Shopify and with the public nature of the *** and the sensitive details of your account that we will be discussing, I have sent you an email to the address on file. You can respond directly to the email and we can work on the issue further. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:05/12/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with the shopHERE program and they helped me build a website with shopify. At the end of October/beginning of November, I had to choose a plan to pay for with Shopify. When I was given the opportunity to choose my subscription plan, I was offered a fifty percent off for a year deal and I chose to accept it. I have a three month free trial and the website informed me I would be charged the price with the fifty percent deal at the end of my three month trial in January. I ended up getting the money to pay for the year and noticed the price I had to pay was different. It's no longer giving me the fifty percent off. I tried to ask them to fix this, they are unwilling and I feel like I've been ******* in a bait and switch situation. What should be 200 dollars is now 400 and I will likely have to close my website as this was how I was getting my start. The customer service was kind and agreed my feelings are justified, but they are unwilling to honour the promised price.

  

  Business Response

  Date: 08/12/2022

  Hi *******, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that your sign up journey was not quite what you expected. 
  

  The shopHERE program offers new businesses significant savings with a 90 day free trial and access to developers and designers to get a store online fast. Due to the public nature of the *** and the account specific details we need to discuss I have sent you a separate email to the address on file. Please respond to that email and I will work with you directly on a resolution.
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 12/12/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 18528464, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ** *****

• Initial Complaint

  Date:05/12/2022

  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 have had a business on Shopify until I had found out that my business was breach by someone who was helping build the new web site on Shopify. After this happen I had reported it to Shopify and they made the decision to close my account which I understood. However, I wanted MY STORE back open in order to get my products and my files out of it then to close it down permanently. I have contacted customer service (which is the only way to contact anyone for support) at least 50 times and they had requested information which would confirm my identity. I have done this step at least 9 times, they should have been able to verify it the first time. However, I have been doing nothing but running around with them. I have not gotten any response with the ton of emails I have sent them. All I want is for them to open my store so i can get my product svc files which is my product. I have not had any contact at all since November 17th 2022. This is my business and I have had to open up another Ecommerce store this is how I make a living and I need this to complete my new store. They have no right to keep my product from me. my store on shopify is: ****** **** *** ****

  

  Business Response

  Date: 06/12/2022

  Hello ******

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

  
  I appreciate you reaching out, and recognize the frustration you’ve had with this situation. Due to the public nature of these complaints, I will send a followup email to the address you’ve indicated in your contact information. That way, we can go into further details about your issue. I am happy to look further into this for you. Please keep an eye out for that email from me, and thank you again for your time and feedback. 
  

  Sincerely,
  ******
  

  
  

  Customer Answer

  Date: 07/12/2022

   
  Complaint: *******
  
  I am rejecting this response because: They contacted me briefly for some additional information and no-one has gotten back to me. I have been waiting months for any type of response and have not received anything. As time keeps going I am losing money everyday.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 08/12/2022

  Hi ******

  I appreciate your patience as we continue to try and resolve this issue with you. We did share correspondence today, and I will continue to be available to work towards a resolution. I recognize that this process has been difficult and frustrating, but we do have these policies in place to safeguard merchant privacy and security. In our email correspondence, I was able to outline for you the best next steps to resolve this issue, and I look forward to continuing to work together. 

  Sincerely,

  ******

  Shopify Support

• Initial Complaint

  Date:05/12/2022

  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.

  Hello, I have created an online store on Shopify on 07/27/2022, I have send them all the required documents for verification, after that I received an order on my store, I shipped the item to buyer and I have tracking number and proof of delivery also. on 08/12/2022 I received an email from Shopify saying that my store has been closed without any prior warning. Once the buyer realized that my store is closed, he open a chargeback to refund the money (Because he did not receive his product at that time, and he was afraid that he would be defrauded). This is all because of the Shopify platform, because it closed my account without any reason. This is causing me problems with my clients. I contacted them, to inquire about why my account was closed and also to provide them with the tracking number for the product. But the response was as follows: "We are unable to assist." I want a solution for this problem, because I don't want to lose all my money. Ticket ID is ********  Cordially,

  

  Business Response

  Date: 11/12/2022

  Hi, *****
  
  This is ****** *and I am a Support Lead here at Shopify.
  
  I appreciate you reaching out, and recognize this is a frustrating situation. Due to the public nature of BBB complaints, I cannot get into account-specific details here. We consider merchant privacy to be of the utmost importance, and can only discuss account details with verified store staff.
  That said, I will send a followup email to the address you’ve indicated in your contact information with instructions on how to authenticate, so we can look deeper into your account issue and discuss our findings with you.
  
  Best,
  ****** * * ******* **** * ******** ******************************************************